IT Technical Operations Lead (EMEA)

Team Lead, EMEA, IT Technical Operations

Objective of the Role

? Actively manage direct reports’ workload, performance, and growth
? Provide clear reporting to the line manager
? Focus on customer support enhancements and automations in Jira SD – proactively propose, plan, and execute.
? Ensure quality ticket queue management for personal tickets and those of direct reports. Guide and coach the EMEA team for stronger results.
? Determine the best solution based on customer issues and details. Direct unresolved escalated issues to the appropriate next-level support or resolution groups. Escalate to the manager as needed.
? Serve as an escalation point of contact for the EMEA timezone.
? Provide accurate information on IT products or services using available documentation and processes. Educate the team and share knowledge.
? Record activities in Jira SD according to established processes (ticket queue management and handling – including proper ticket triaging, prioritization, customer updates per existing OLAs, etc.). Ensure direct reports follow the same.
? Be receptive to and share relevant customer recommendations or suggestions during team meetings or with the manager.
? Identify, suggest, and actively participate in potential procedure improvements.
? Actively support ongoing documentation efforts and the creation of knowledge base articles.
? Drive improvement projects that implement, replace, or augment processes in line with the team’s needs

Focus Area

? EMEA timezone focus within a global team – Driving escalations, team coaching, and enhancements.
? Customer First – Understanding the importance of quality customer service in any business environment.
? Proven experience as an IT Services. Tech-savvy with solid Google Workspace, Okta & Jira SD/SM experience and the ability to diagnose and resolve End User Computing issues, and support new improvements and automations. Windows / MacOS technical support experience.
? Proficiency in English, both written and spoken.
? Team player, invested in team success, drive, and development.
? Work approach – willing to learn and proactively explore new things daily.