IT Team Leader

About the role

The company is seeking an IT Team Leader to coordinate daily IT support activities in Tunis. You will act as the single point of contact for customer issues, manage staff scheduling, and ensure incidents are resolved within defined KPIs.

Key responsibilities

• Manage day‑to‑day staff scheduling and delegate tasks to team members.
• Serve as the primary contact for customer escalations and delegate authority on specific subjects.
• Ensure all sites are visited and incidents or requests are solved within KPI targets.
• Oversee response to computer‑related requests and incidents, providing installation and upgrade services for hardware and software.
• Support key engineering applications used within the business.
• Coordinate with the Service Desk and other support teams to meet IT service contract deliverables.

Required profile

• Fluent in English and the local language.
• 2–3 years of experience in an IT support role.
• Strong oral and written communication skills with a customer‑oriented mindset.
• Ability to work outside office hours and be on‑call as needed.
• Proven analytical, problem‑solving and conflict‑resolution abilities.

Required skills

• PC hardware and software troubleshooting (desktops, laptops, printers, scanners).
• Windows 7 and Windows 10 operating system error resolution.
• Basic network troubleshooting.
• Microsoft Office (latest suites).
• Symantec Endpoint Protection.
• ITSM ticket management tools.
• Microsoft Active Directory and Group Policy Objects.
• Virus detection and eradication procedures.
• Hardware installation, movement and de‑installation.
• Support for tablets and smart devices.