IT Team Leader (Tunis, Tunisia)

About the role

The IT Team Leader will coordinate daily IT support activities for multiple sites in Tunisia, acting as the primary point of contact for customer issues and escalations. The role combines team management, on‑site incident resolution, and technical support to ensure service level agreements are met.

Key responsibilities

• Schedule and delegate daily tasks for the support team.
• Serve as single point of contact for customer issues, escalations, and authority on specific subjects.
• Visit all sites to resolve incidents and requests within defined KPIs.
• Manage response to computer‑related requests and incidents, including hardware and software installation and upgrades.
• Provide on‑site client‑specific IT support, handling priority issues according to SLA.
• Coordinate with the Service Desk and other support teams to meet contract deliverables.
• Track incidents and calls accurately using ITSM ticketing tools.

Required profile

• 2‑3 years of experience in an IT support role.
• Fluent in English and the local language.
• Strong oral and written communication skills.
• Customer‑oriented with excellent interpersonal abilities.
• Proven ability to coach and motivate team members.
• Analytical thinking, problem‑solving, and conflict‑resolution skills.
• Willingness to work outside office hours and be on‑call.

Required skills

• PC hardware and software troubleshooting.
• Windows 7 and Windows 10 operating systems.
• Basic network troubleshooting.
• Microsoft Office (latest suite).
• Symantec Endpoint Protection.
• ITSM ticketing tools.
• Microsoft Active Directory.
• Group Policy Objects.
• Virus detection and eradication procedures.
• Printer and peripheral device troubleshooting.
• Hardware installation, movement and de‑installation.
• Tablet and smart‑device support.