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Tech Support Leader
hace 2 semanas
Tech Support Leader
Location:
On site - Avenida Charles Sumner, Los Prados
Company:
Ualett - Cabicash Solutions
Are you motivated by the challenge of leading technical teams, solving complex issues, and ensuring seamless IT operations? Do you thrive in fast-paced environments where your decisions directly impact business continuity and employee productivity? If so, we'd love to hear from you
At Ualett, we believe that strong technical support is essential to our growth and operational excellence. As we continue to expand, we are looking for a dedicated
IT Support Supervisor/Team Lead
to oversee our support team, optimize processes, ensure SLA compliance, and play a key role in our technology operations.
Main Responsibilities:
- Supervise, guide, and support the technical support team in daily operations.
- Assign tasks, prioritize incidents, and monitor ticket resolution according to SLAs.
- Serve as the escalation point for complex technical issues requiring advanced troubleshooting.
- Develop, implement, and enforce IT support procedures and standards.
- Provide coaching, feedback, and training to improve team performance.
- Collaborate with Infrastructure, Cybersecurity, and Development teams for cross-functional issue resolution.
- Monitor system performance and report on recurring issues and support trends.
- Support onboarding/offboarding processes, ensuring correct access and security compliance.
- Prepare reports on team performance, incident metrics, and service quality for IT management.
- Lead initiatives for process optimization and automation in support operations.
- Ensure compliance with IT security policies and data protection standards.
- Perform other related duties assigned by the IT Lead or IT Manager.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Systems Engineering, or related field.
- 3–5 years of experience in technical support or IT operations.
- At least 1–2 years of experience in a supervisory or team lead role.
- Strong knowledge of IT support operations, troubleshooting, networking fundamentals, and ticketing systems (e.g., Jira, ServiceNow, Zendesk).
- Understanding of the ITIL framework and SLA management.
- Familiarity with cybersecurity practices and compliance requirements.
- Fluency in Spanish; strong English proficiency preferred.
- Leadership and team-management skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management skills.
- Customer-oriented mindset with proactive approach.
- High level of professionalism, ethics, and confidentiality.
Why Join Us?
Opportunity to work in a dynamic, fast-paced environment with a growing team.
Competitive compensations and salary, benefits, and growth opportunities.
Collaborative culture focused on learning and continuous improvement.
Quaterly bonuses that can be as much as an extra salary.
Lunch provided by the company from monday to friday.
