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System Support Lead / Manager


Job Description

We are seeking a dedicated system support lead/manager with 5 to 10 years’ experience in managing system support team. We seek an individual that possesses outstanding attention to detail, excellent communication and organisational skills and should be an all-rounder and willing to expand his horizon to other related areas this role demands. The candidate should be ready to work in 24/7 shifts.

Core responsibilities

  • Oversee the day-to-day operations of the Technical Support Team
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
  • Act as a mentor and provide insight, coaching, and training to technical support staff
  • Manage and report on all incoming technical support inquiries
  • Monitor team performance and report on metrics, and be responsible for team’s appraisal and reviews
  • Provide support whenever needed for both internal and external customers.
  • Review all technical support related processes and documentation for continuous improvement
  • Be able to develop support material for the team
  • Be the point of contact for technical escalations and be able to conduct investigation to prepare RCA, and be able to recommend improvements
  • Implement any necessary preventive measures to reduce customer faults and issues

Essential skills

  • Love being the first line of support and troubleshooting issues
  • Able to multi-task efficiently under time pressure
  • Knowledge on Windows 10 and Mac OS
  • Knowledge on O365 (Microsoft Products, Office Apps and Services) and other industry standard applications
  • Must have experience in using tools, such as asset management, ticketing, etc., be able to adapt to new tools
  • Must have good written and verbal communication skills with strong problem-solving skills
  • Proven people management and leadership skills
  • Proven experience in managing a service and support focused team for an IT industry
  • Must have knowledge of ITIL process

Other preferred skills

  • Handling server license renewals (from getting quotation till finalizing the PO and installing the license)
  • ISO 27001 and above, or certified internal auditor would be more preferred.
  • ITIL Foundation certified

Why work at D4t4 Solutions?

Well, our staff retention, which is way above the industry average, should say it all! We are a technology-focused company with tech staff making up the majority. We aim for tech leaders and work with light touch effective management and processes - even our Sales staff talk tech! Established in 1985, with experience from riding the many waves of the IT journey, we are well established in the industry and here to stay. We have evolved in step with technology, into a proactive and agile company, punching well above our weight and able to provide flexible services and solutions to an impressive list of clients that others can’t match. We are seeing very exciting times right now with our "All about the data" solutions very much in demand – market leaders want to gain business insight from their data and we have everything they need to achieve this.

More information

For further information on the above vacancy please email to submit your CV or application.

Please note, we operate a strict PSL and do not accept any unsolicited approaches from agencies. You must have the right to work in the relevant location of the position you are applying for . Due to the nature of our business, pre-screening checks will be carried out on all successful applicants.

D4t4 Solutions plc & D4t4 Solutions Inc are an equal opportunities employer.

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