CIT Support Team Lead

Altenar is an international IT company founded in 2011, with offices in Malta, Greece, Georgia, the Isle of Man, and Uruguay. We specialize in high-load software development and provide one of the best technology solutions for the iGaming industry worldwide.

The CIT Support Team Lead is responsible for overseeing the corporate technical support function at Altenar. This role involves managing a global team of IT professionals across various Altenar offices, who provide technical support to Altenar’s employees. The position reports directly to the Head of Corporate IT.

Responsibilities:

• Support the team of CIT support administrators in their daily tasks and assist with troubleshooting support tickets.
• Ensure the team meets agreed service level targets and manages timely resolution of issues within company SLAs.
• Serve as the primary point of contact and escalation point for critical and urgent issues.
• Ensure that appropriate action is taken to investigate and manage incidents and problems in end-user systems and services. This includes responding to and managing alerts as appropriate.
• Oversee the escalation of technical issues requiring system implementation in coordination with the Level 3 system administration team.
• Collaborate with other departments and CIT team members to ensure adherence to IT policies and procedures.
• Motivate and develop the team to meet company standards through regular performance reviews with direct reports, tracking progress and addressing successes and challenges.
• Foster positive working relationships with users to enhance customer experience and satisfaction.
• Drive continuous improvements in user support, desktop and infrastructure administration.
• Gather feedback to identify recurring issues and implement processes and procedures to improve the CIT support function.
• Establish, maintain and enforce ITIL standards.
• Develop and maintain a comprehensive technical support knowledge base for both users and administrators.
• Oversee the acquisition process of software licensing, hardware and users’ peripherals.
• Monitor and manage financial resources, recommending cost-effective solutions for software, hardware and peripherals.
• Being trustworthy and accountable in the handling of company data and physical assets.
• Identify needs for upgrades, configuration changes and new solutions and report them to the Head of Corporate IT.
• Maximize software and hardware utilization and centralize usage where possible.
• Recruit, orient and train CIT support employees, providing opportunities for personal growth and development.
• Collaborate with other teams, such as the Infrastructure Team or the Office Managers to resolve office infrastructure issues.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Minimum of 2 years of management experience in a support function
• Ability to multitask and handle high-pressure situations effectively
• Strong analytical skills with the ability to quickly assess situations and make sound decisions
• ITIL Foundation certification is an asset
• Industry certifications in Microsoft Windows administration, Linux, Apple Mac OS and Cisco are desirable
• Approaching problems with a solution-focused mindset
• Strong technical background and troubleshooting skills
• Knowledge of networking concepts
• Excellent communication and interpersonal skills with the ability to listen effectively in English
• Team-oriented with a positive attitude and a passion for delivering exceptional customer service.

Benefits:

• Stable and flexible working environment
• Career growth opportunity
• Training and professional development events
• Health insurance for employees and close family members
• Teamwork and accountability
• Sense of community and defined company culture
• International work environment
• Diverse workplace
• Gym reimbursement after successfully passing probationary period