Technical Support Team Leader

Position Summary

The Technical Support Team Leader is responsible for leading the technical support function while actively participating in complex technical operations, escalations, and service delivery. This role combines hands-on technical expertise with structured team leadership to ensure high-quality service and operational efficiency.

Key Responsibilities

Technical Leadership & Escalation Management

• Handle complex and high-impact technical escalations.
• Conduct root cause analysis and implement long-term corrective actions.
• Review and validate technical solutions before customer delivery.
• Participate in system configurations, deployments, and solution implementations.
• Establish and maintain technical standards and best practices.

Team Management

• Lead and organize the Technical Support Team.
• Distribute workload effectively and monitor team performance.
• Define and track KPIs and SLAs.
• Conduct regular performance and technical evaluations.
• Mentor and develop team members’ technical and customer-handling skills.

Customer & Service Management

• Maintain strong technical relationships with customers.
• Analyze customer environments and recommend improvements.
• Oversee implementation and service delivery for assigned accounts.

Operations & Continuous Improvement

• Prepare operational and technical performance reports.
• Analyze recurring incidents and drive preventive actions.
• Improve internal processes and documentation standards.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 5+ years of hands-on experience in Technical Support, MSS, SOC, or similar environment.
• Proven experience managing a technical team.
• Strong troubleshooting expertise in systems, networking, and security technologies.
• Ability to independently manage high-level technical escalations.
• Strong leadership and organizational skills.
• Fluent in English (written and spoken).

Preferred Qualifications

• Strong cybersecurity background (SIEM, EDR, firewalls, vulnerability management, etc.).
• Experience in MSS or SOC environments.
• Relevant certifications such as Security+ or CEH.
• Experience with cloud platforms and networking environments.

How to apply :  Sent Your CV at hr@dphish.com