Job Summary:
The IT Support Lead (Break/Fix Lead) is a critical role in our data center operations, responsible for leading a team of repair technicians and ensuring the efficient and effective resolution of technical issues. As a key member of the technical support team, you will be responsible for providing expert guidance, oversight, and leadership to drive resolution, improve processes, and enhance customer satisfaction.
Responsibilities:
- Lead, motivate, and manage a team of repair technicians, providing coaching, mentoring, and development opportunities to enhance their skills and expertise.
- Provide expert technical guidance and oversight to ensure that all repairs are performed efficiently and effectively, meeting or exceeding quality standards.
- Collaborate with cross-functional teams to resolve complex technical issues, driving root cause analysis and implementing corrective actions to prevent recurrence.
- Identify areas for process improvement and implement changes to optimize workflows, reduce downtime, and enhance customer satisfaction.
- Develop and maintain knowledge bases, documentation, and training materials to ensure that the team has access to accurate and up-to-date information.
- Including receiving, stocking, and issuing spare parts, to ensure that the team has the necessary resources to perform repairs.
- Manage relationships with vendors, including RMA processing, warranty claims, and technical support, to ensure that the team receives timely and effective support.
- Track and analyze key performance metrics, including mean time to repair (MTTR), first-time fix rate, and customer satisfaction, to identify trends and areas for improvement.
- Ensure that the team adheres to safety procedures and protocols when working with electrical and mechanical equipment, maintaining a safe and compliant work environment.
- Provide exceptional customer service and support to internal stakeholders, responding promptly to requests and resolving issues efficiently.
Requirements:
- Bachelor degree in Computer Science, Engineering, or a related technical field
- 5 years of experience and strong technical background in computer hardware, networking, and troubleshooting
- Proven leadership and management experience, with a track record of success in leading high-performing teams
- Experience in a data center, hardware repair, or IT infrastructure environment.
- Familiarity with RMA processes, vendor management, and spare parts logistics.
- Experience tracking KPIs and driving operational improvements.
- Excellent problem-solving and analytical skills, with the ability to think critically and outside the box
- Strong communication and interpersonal skills, with the ability to build and maintain effective relationships with cross-functional teams and vendors
