IT Support Team Lead

Interested in Events and Sports? Eager to make people come into stadiums, arenas and open-air events? Then, Platinium Group is the place to be

PG is always looking for smart engaged people, who think different and want to change the world We hire a multitude of profiles and personalities in the numerous fields we operate in, and truly value the importance of team work. Dynamism and creativity fuel our growth and passion.

Our cutting-edge solutions provide ticketing, CRM, logistics and digital marketing services to many Event Organizers around the world.

Our IT team is focused on providing the best quality of technology and service by delivering rich, fast and delightful user experience. We are always looking for a better way to improve the products from a technical perspective and to adapt it to the new business.

**Job overview**

We are looking for an experienced IT Support Team Lead to oversee our IT support operations and ensure that our technical support services are delivered efficiently and effectively. As the IT Support Team Lead, you will be responsible for managing a team of IT support specialists, prioritizing and resolving technical issues, and ensuring that our end-users receive exceptional support.

Reporting to the Head of Engineering, he will have the responsibility of managing the IT Support team members and be the warrant of our SLAs.

**Responsibilities**
- **Team leadership**: lead, mentor, and manage a team of IT support specialists, providing guidance and support in troubleshooting and resolving issues
- **Issue management**: oversee the prioritization, investigations and appropriate assignment / escalation of support tickets, ensuring timely and effective problem resolution
- **Incident management**: coordinate the management and resolution of any incident with the Head of Engineering, Infrastructure Manager and Engineering Team Leads in order to ensure timely resolution and appropriate communication to key stakeholders
- **Process improvement**: Continuously evaluate and improve IT support processes, implementing best practices and optimizing workflows to enhance efficiency
- **Support to Level 3 experts**: provide hands-on support for complex issues, assisting the team with diagnostics, issue reproduction, troubleshooting, and resolving critical incidents/issues
- **User assistance**: assist end-users with technical issues, configurations, and setups, ensuring a positive user experience and high levels of satisfaction
- **Communication**: maintain clear communication with key stakeholders, providing updates on support operations, incidents, and resolutions
- **Documentation**: ensure that all issues and resolutions are accurately documented in the ticketing system, and that processes are fully adhered to
- **Training and development**: identify training needs and opportunities for team members, facilitating continuous professional growth and skill development

**Requirements**:

- **Experience**: 5+ years of experience in IT support, with at least 2 years in a leadership or supervisory role
- **Bachelor Degree** in Engineering or Technology
- **ITIL knowledge and certification**: familiarity with ITIL processes and best practices is highly recommended and a certification is a plus.
- **Industry experience**: experience in Ticketing or e-commerce is a plus
- **Tools and technologies**: familiarity with IT support tools such as Jira Service Desk, or other ticketing systems.
- **Technical expertise**: strong knowledge of IT support processes, including hardware, software, networking, and troubleshooting techniques
- **Incident management tools**: experience implementing and using incident management and postmortem tools like Blameless, with the ability to configure workflows, generate reports, and leverage the platform to improve incident response and resolution
- **Leadership skills**: proven ability to lead, mentor, and develop a team, with strong organizational and time-management skills
- **Customer service**: demonstrated commitment to providing excellent customer service, with a focus on user satisfaction and support excellence
- **Problem-solving**: excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues
- **Communication**: strong verbal and written communication skills, with the ability to convey technical information to both technical and non-technical audiences
- **Adaptability**: ability to handle shifting priorities and work effectively in a fast-paced environment
- **Proactive approach**: takes initiative to identify issues and drive improvements in IT support services

**Job Type**: Permanent

Work Location: Hybrid remote in 98000 Monaco

Expected Start Date: 14/10/2024