Lead Support Manager

Stefanini EMEA; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading IT support company in Spain is seeking a Hands-on Team Leader to manage an on-site support team. Responsibilities include coordinating support services, providing training, and ensuring high-quality customer service. Ideal candidates will have a strong background in IT support, team management experience, and proficiency in MS Office 365. This role offers a dynamic work environment and the opportunity to play a key role in service delivery.

Formación

• 4 years' experience in an IT Support Role.
• Proficiency in local language and a good level of English.
• Experience in vendor management and team coordination.

Responsabilidades

• Manage weekly team meetings for training and updates.
• Coordinate onsite support with the Customer Client Service Lead.
• Provide installation and upgrade services for hardware and software.

Conocimientos

Team management

Customer service

Organizational skills

Problem-solving

Communication

Educación

4 years' experience in an IT Support Role

ITIL Certification

Herramientas

MS Office 365

Service Now (ticketing tool)

Descripción del empleo

Working in a fast-paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT support service.

This is for Hands-on Team Leader position that will require an individual to solve customer support issues. Managing the day-to-day support provided by our team across multiple sites in Europe. The team consists of On-Site Technicians (OSS) that visit customer's machines to solve support related problems or resolve issues remotely.

This team interfaces with the Service Desk and other support teams to achieve the deliverables supporting the OSS contract. Candidates should have experience managing teams, delivering a quality service on customer sites.

• Manage weekly team meetings to ensure training and information distributed to all the team;
• Co-Ordinate onsite support with Customer Client Service Lead;
• Provide installation and upgrade services of supported hardware and software;
• Support of key engineering applications at use within the business;
• Provide on-site support to the Madrid site;
• Ensure planning, schedules, breaks, code of conduct etc. 4 Years' experience in an IT Support Role;
• Proficiency in local language and a good level of English;
• Good knowledge of MS Office 365;
• Ability to co-ordinate with multiple IT teams to achieve desired outcome and previous experience in vendor management;
• ITIL Certification is a big plus;
• Proficient in Microsoft Office 365, Including Skype / Teams;
• Experience using ticketing tools to manage support (Service Now);
• Strong sense of customer service and good organizational skills;

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

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