Triage and Support Team Lead (Night Shift)

Triage and Support Team Lead (Night Shift)

We are seeking a dedicated and proactive Triage and Support Team Lead to guide our support teams in delivering outstanding customer interactions that reflect Lightedges's commitment to customer satisfaction. In this role, you will play a crucial part in enhancing team performance through data analysis, process improvement, and comprehensive training programs. Your leadership will inspire and empower the team, leading to increased customer satisfaction.

This position requires flexibility in working nights and weekends and timely responses to major incidents within established Service Level Agreements (SLAs). You will report directly to the Manager of Support and Triage.

Key Responsibilities :

• Collaborate with the Manager of Triage and Support to develop, coach, and motivate the teams to deliver exceptional customer experiences.
• Oversee proper escalation processes to ensure timely and effective resolutions.
• Maintain up-to-date knowledge of current cloud provider technologies.
• Ensure the execution of overnight maintenance tasks and other scheduled activities.
• Provide support to teams through training initiatives, team meetings, and on-call coverage.
• Act as the Communication Manager for all major incidents during your shift, issuing notices and updates to both internal and external stakeholders.
• Review and revise departmental policies, procedures, and documentation to accurately reflect current practices, implementing changes as necessary.
• Audit operations-related data across all tools and systems to guarantee integrity and proper closure of tasks and tickets with updates.
• Assist in creating workflows and procedures according to industry-standard IT service management (ITSM) frameworks.
• Manage employee shift coverage and coordinate time-off requests while approving timesheets.
• Conduct performance evaluations for team members to promote growth and development.
• Lead by example by actively managing customer cases and maintaining necessary technical knowledge required for team performance.

Education and Experience :