IT Support Team Lead

Meet Ozow  

Ozow is the future of payment — a world-class payment platform for customers and merchants that is Ozow easy, Ozow fast and Ozow secure. We are looking for candidates who can inspire us and be inspired by us. We’re striving to become the industry leader that provides the simplest and easiest way to pay. And while we’re on our way to building an inclusive payments market, we’re building an equally inclusive workforce. So, join us as we achieve big things and beyond.  

More about this Ozow fantastic position  

We are seeking an experienced IT Support Team Leader to join our team. The successful candidate will oversee and manage a team of IT support professionals, ensuring the delivery of high-quality technical support and exceptional customer service to end-users. This role involves providing technical expertise, coordinating support activities, and serving as the primary point of contact for escalations and complex issues. 

You are an ideal candidate if you have:  

• 5-10 years IT Support experience or related role 

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 

• Proven experience in an IT support role, with a strong understanding of technical troubleshooting methodologies. 

• Excellent leadership and team management skills, with the ability to motivate and inspire a team to achieve targets and goals. 

• In-depth knowledge of hardware, software, networking, and operating systems commonly used in a corporate environment (Windows OS, M365). 

• Experience in using Microsoft InTune, Microsoft Defender and Microsoft Perview. 

• Experience using Azure cloud services. 

• Familiarity with service management tools, ticketing systems, and ITIL best practices. 

• Strong analytical and problem-solving abilities, with a focus on root cause analysis and continuous improvement. 

• Effective communication and interpersonal skills to interact with diverse stakeholders, including technical and non-technical individuals. 

• Demonstrated ability to work under pressure and handle multiple priorities in a fast-paced environment. 

• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate (optional but advantageous). 

• Experience in project management and process optimization is a plus. 

Your roles and responsibilities:  

• Lead, mentor, and supervise a team of IT support technicians, assigning tasks, providing guidance, and conducting performance evaluations. 

• Coordinate and prioritize support requests to ensure timely resolution and adherence to service level agreements (SLAs). 

• Serve as an escalation point for complex technical issues, troubleshooting problems, and providing solutions or recommendations. 

• Collaborate with cross-functional teams to identify and implement process improvements, standard operating procedures, and knowledge base documentation. 

• Conduct regular team meetings, trainings, and workshops to enhance technical skills and knowledge sharing. 

• Monitor support ticket queues, track metrics, and generate reports to assess team performance and identify areas for improvement. 

• Ensure compliance with IT policies, security standards, and industry best practices. 

• Foster a positive and customer-centric culture within the team, promoting excellent customer service and effective communication. 

• Stay updated with emerging technologies, trends, and industry developments to proactively enhance the team's skills and capabilities. 

• Assist in handling critical incidents, performing root cause analysis, and implementing preventive measures. 

Your skills and competencies:  

• Analytical skills. You are able to structure and process qualitative or quantitative data and draw insightful conclusions from it. You exhibits a probing mind and achieves penetrating insights.   

• Attention to detail. You do not let important details slip through the cracks or derail a project. 

• Calm under pressure. You maintain a stable performance when under heavy pressure or stress.   

• Flexibility/ adaptability. You adjust quickly to changing priorities and conditions. You cope effectively with complexity and change.   

• High standards. You expect personal performance and team performance to be nothing short of the best.   

• Innovation. You generate new and innovative approaches to problems.   

• Intelligence. You learn quickly. You demonstrate the ability to quickly and proficiently understand and absorb new information.