ICT Support Team Leader

About the role

BIA Group, which sells, rents and provides after-sales services for equipment used in public works, mines, quarries and transport across Europe, Africa and Asia, is looking for an ICT Support Team Leader. You will be the reporting line for all ICT officers in Africa, coordinate and manage ICT activities in African sites, perform and assist ICT administrative and technical duties, and follow up support-related KPIs and activities for the Group.

Key responsibilities

• Server administration, network administration and troubleshooting, and following up with service providers on ongoing issues
• Training users and explaining technical concepts to non-technical users
• Resolving IT issues with internal clients and performing root cause analysis on recurring issues with the ICT Manager and ICT Technical Manager
• Assisting in the administration of the Group's applications and technologies
• Tracking support KPIs such as SLA, ticket resolution time and user satisfaction, and reporting to management weekly or monthly
• Leading, coaching and developing the African IT Support team, planning daily tasks and escalating blocking points to management
• Proposing yearly ICT budgets for African entities, maintaining up-to-date inventories, managing ICT equipment according to company policy, and working with Finance and Procurement on asset counts, purchases and disposal of faulty equipment
• Monitoring equipment and services, analysing monitoring data with N+1, implementing preventive measures, running health checks, keeping backups and testing restores, and applying hardware and software updates
• Producing job aids and contributing to the ICT knowledge base by documenting incidents and their resolutions

Required profile

• Degree in Information Technology or equivalent
• At least 8 years of experience in ICT support
• Proven experience in team management
• Experience in a customer service-oriented role

Required skills

• Server management and Office 365 administration
• Basic networking knowledge (TCP/IP, DNS, DHCP, network connectivity)

What we offer

• A permanent contract
• A competitive salary and a package of extra-legal benefits
• An international, family-owned company that encourages autonomy and teamwork
• An extensive training program and career development opportunities