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Technical Lead
hace 2 semanas
**Job Overview:**
We are seeking a highly skilled and experienced Team Lead - Application Support to join our team at Novasyte.
The successful candidate will have a strong technical background in application support, excellent communication skills, and the ability to lead a high-performing team.
About Us:
Novasyte is a leading provider of technology consulting services, with a strong focus on delivering exceptional results for our clients. Our team is passionate about innovation and continuous improvement, and we're committed to providing a positive and inclusive work environment.
Key Responsibilities:
- Lead a team of application support specialists, providing guidance and coaching to ensure they have the necessary skills and knowledge to deliver high-quality support.
- Manage and coordinate resources to resolve complex tickets received through our incident portal.
- Determine and review the criticality of cases, prioritizing resolution and ensuring timely closure.
- Assist the team in finding solutions, gathering information as needed to escalate issues to other teams.
- Develop expertise in application systems, staying up-to-date with new technologies and features.
- Maintain excellent customer relationships, creating trust and developing plans to resolve issues.
- Present metrics to clients and stakeholders using KPIs, highlighting performance and areas for improvement.
- Identify opportunities for internal process improvements, driving continuous learning and growth within the team.
- Efficiently manage incident volumes, minimizing resolution times and improving overall team performance.
