Technical Team Lead

At Spearhead we believe in the delivery of high performance. By this we mean that we are excited to the boneabout the delivery of IT services that help people and companies get things done. We are all about high performance and not just in computing but in everything that we do. 

We are looking for more people like us: system generalists who love to solve problems. 

Our ideal colleague is comfortable when the road gets touch (multiple projects , priorities and support requests) and is able to efficiently and calmly manage our technical collegues to getting the job done right and on-time.  We’re seeking a Technical Team Leader (determined period 2 years) to help us deliver professional technical support services for  customers, our ISV partners and corporate clients as well as to our global IT monitoring customers. 

We're looking for someone with the following skills and experience:

• Experience in the delivery of technical projects including ongoing support services and consulting

• Knowledge of hardware, software and related components  

• Knowledgeable in the delivery of the products and services we sell: monitoring, visualization, cloud/containers, etc. (we’ve got your back with training here)

• Experience in project management (managing people and processes)

• English - advanced speaking and writing skills

 Responsibilities: 

• Technical Support Team management: resource allocation, time management, allocation and management oftasks and projects, internal communication and customer relations;

• Coordination of tickets and projects within the support department ensuring the necessary conditions to be delivered on time, on budget and for the desired purpose;

• Programming and planning of internal resources in accordance with other internal resources involved;

• Acting as a contact person for communicating with clients: follow-up of support tasks and intervention in special situations - follow-up, answers for serious incidents, answers related to delays in delivering tasks and projects;

• The management of the resources necessary for the development of a project and ensuring the time frame, the productivity and the efficient use of the resources;

• Supervision of monitoring reports;

• Generating reports and various analyses internally and for customers;

• Effective management of relationships with partners: synchronizing the resources available within the company with the resources offered by the clients for carrying out specific activities;

• Creating, maintaining and presenting the project plans and other documents necessary for the proper development of a project;

• Creating weekly or on-demand reports, scheduling meetings with clients, carrying out project plans;

• Generating minutes of projects and documentation of acceptance;

• Conducting meetings and obtaining consensus when conflicting opinions appear;

• Prioritizing tasks and establishing subsequent actions for their completion;

• Follow-up of support contracts regarding the services provided and SLAs;

• Efficient use of project management tools and time measurement;

• Communicating with the team in an efficient way every day, both digitally, through the collaboration tools and in person;

• Maintaining a positive, collaborative and results-oriented attitude and accessibility at all times;

• Management of meetings of the Stand-up type;

• Providing support for the team and managing resources so that team members can advance and participate in both internal and external trainings;

• Supporting initial training, onboarding;

• Conducting reviews on existing tasks and projects at least twice a day (at the beginning and end of the program);

• Performing daily analysis of workload, billable/non-billable time, etc.;

• On-call rotation monitoring;

• Carrying out working procedures and documenting tasks;

We offer (besides monthly salary):

• Meal tickets,

• Bonuses from successfully implemented projects

• Medical insurance

• Opportunities to grow and learn top technologies

• The office is in a quiet location - subway access and public transport

• Young, creative and enthusiastic working environment.

• The world’s best coffee