Help Desk Team Lead (Technical)

About the role

Cloud Raptor is seeking an experienced Help Desk Team Lead to manage its NOC and technical support operations. The role combines hands‑on troubleshooting with leadership, ensuring high‑quality service delivery and continuous improvement.

Key responsibilities

• Lead and manage the NOC & Technical Helpdesk team.
• Oversee ticket escalation and resolution processes.
• Ensure high levels of customer satisfaction and service delivery.
• Monitor KPIs, SLAs, and team performance.
• Respond to alerts and resolve incidents within agreed SLAs.
• Troubleshoot and escalate technical issues as needed.
• Provide technical guidance, mentorship, and support to team members.
• Coordinate with internal departments and external vendors.
• Maintain accurate documentation, reporting, and operational procedures.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field.
• Minimum 1 year of experience in NOC, IT support, or systems administration.
• Strong understanding of IT principles, systems, and best practices.
• Excellent problem‑solving and communication skills.
• Ability to work effectively under pressure in a fast‑paced environment.
• Relevant IT certifications are a plus.
• Previous leadership or supervisory experience preferred.

Required skills

• Windows Server
• Networking
• Microsoft 365
• General IT infrastructure
• NOC operations
• Systems administration