Help design, build and continuously improve the clients online platform. Research, suggest and implement new technology solutions following best practices/standards. Take responsibility for the resiliency and availability of different products. Be a productive member of the team. Requirements 1 0 years in IT support, with at least 3 years in a leadership role. Strong expertise in IT systems, including hardware, software, networking, and security. Proven track record of managing and developing high-performing support teams in dynamic environments. Exceptional troubleshooting and critical-thinking abilities. Strong interpersonal skills to effectively engage with end users and technical stakeholders. Demonstrated ability to manage multiple priorities and maintain focus under pressure. Passionate about delivering excellent user experiences. Lead and mentor a team of 6 IT support specialists, ensuring high-quality service delivery and team alignment with organizational goals. Oversee and prioritize support requests to guarantee timely resolution and efficient issue management. Collaborate with cross-functional teams to identify and address recurring issues and implement process improvements. Develop and standardize best practices, workflows, and procedures to enhance support operations. Provide advanced troubleshooting for complex hardware, software, network, and system issues. Facilitate professional growth and skill development for team members through coaching and training. Manage escalations, ensuring swift resolution and end-user satisfaction. Monitor and report on team performance metrics, analyzing trends to identify improvement areas. Act as a bridge between IT leadership and end users to communicate updates, changes, and solutions. Maintain thorough documentation of support processes, resolutions, and user interactions. Stay up to date with emerging technologies and industry standards to continually enhance team effectiveness. Benefits A challenging, innovating environment. Opportunities for learning where needed.