job description
Join Tentacle Technologies as an IT Support Specialist – Team Lead and take the helm of our 24x7 service desk operations in Bali. This is a unique opportunity to lead a dynamic team, drive IT service excellence, and shape the future of our IT support infrastructure. You will oversee escalations, optimize team performance, and ensure seamless user support while championing ITSM best practices and continuous improvement initiatives.
Based in the vibrant tech hubs of Bali, including Canggu, Ubud, and Denpasar, you will work in a collaborative environment that values innovation, efficiency, and customer-centric solutions. If you are a seasoned IT professional with leadership experience and a passion for delivering top-tier technical support, we want you on our team!
Responsibility
- Lead and mentor a team of IT support specialists, ensuring high performance and adherence to SLAs.
- Oversee 24x7 service desk operations, managing escalations and resolving complex technical issues.
- Implement and refine ITSM processes to enhance service delivery and operational efficiency.
- Monitor team performance metrics, providing coaching and feedback to drive continuous improvement.
- Collaborate with cross-functional teams to align IT support strategies with business objectives.
- Develop and maintain documentation for IT policies, procedures, and troubleshooting guides.
- Ensure compliance with IT security protocols and data protection standards.
- Drive initiatives to improve user satisfaction and reduce resolution times.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience (5+ years) in IT support, with at least 2 years in a leadership or supervisory role.
- Strong knowledge of ITSM frameworks (e.g., ITIL) and service desk management tools.
- Excellent problem-solving skills and the ability to manage high-pressure situations.
- Exceptional communication and interpersonal skills to lead teams and interact with stakeholders.
- Experience with ticketing systems, remote support tools, and IT infrastructure management.
- Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional are a plus.
- Fluency in English; additional languages are an advantage.