דרושים » ניהול ביניים » אחמ"ש /ית / ראש צוות Help desk עבור ארגון רפואי מוביל בתל אביב

We are seeking a full time IT On site support Team leader for ISR and EMEA regions.
As an IT On site support Team leader, you will be responsible for the On site support technicians in Israel and EMEA, the team maintain and provide hardware support of computer systems and networks for the companys employees, solving technical IT and applications problems which required hands on field either over the phone or in person.
You and your team will be responsible for workstations equipment and conference rooms under your branches responsibility, storage, installations, shipping and maintenance.
The successful candidate will have to demonstrate on top of a high professional level; a strong communication and customer service skills, excellent organizational skills, ability to work on multiple tasks at the same time.
Manage the On site support team in ISR and EMEA and evaluate their performance including training and support the team
Manage the team support processes and tasks to meet the required SLA (Service Level Agreements) to improve service KPIs
Review and analyze daily, weekly, and monthly reports, insights and KPIs for the service continuous improvement and productivity
Manage the team members personal queues, case backlog and ensure customer service is timely and accurate daily
Establishing and maintaining strong relationships across the IT teams and with our employees Manage critical escalations and situations within the team**
Improvement and productivity and establish best practice through the entire technical support process
Supporting the roll-out of new hardware and applications
Hands on in handling the on going tickets if required
Maintain all VC rooms and make sure all the equipment is up to date.

We're looking for a Technical Support Team Lead to join our team in TLV to lead the support team!
The team is responsible for providing technical support and service to all of our customers, providing global support, and acting as the first line of technical response to external stakeholders. The role includes close collaboration with almost every team, from R&D and Product to Customer Success and Sales, and as such, requires a deep and thorough understanding of our products and their system architecture.
What Youll Do:
Lead a team of 3 technical support agents and grow the team with the expected growth plans.
Manage the teams day-to-day operations and lead and prioritize workload.
Build and maintain operational processes for the teams growth and meeting KPIs.
Be the technical lead for complex and challenging technical issues as a focal point during escalations.
Constantly enforce and optimize the teams processes to maximize productivity and efficiency.
Promote self-service plans to reduce the number of cases and improve efficiency.
Continuously monitor and adjust KPIs in order to meet the company objectives.
Onboarded and mentored new employees, enriched team training, and improved knowledge management processes.
Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation.