About this role
Key responsibilities Manage the daily work of the Support Engineering team and provide ongoing direction and assistance. Assign tasks, balance the team’s workload, and maintain appropriate staffing across shifts. Track incoming requests, resolution progress, response metrics, and adherence to agreed service levels. Take ownership of major incidents and ensure that complex escalations are handled in a timely and structured manner. Assist engineers with difficult cases involving customer environments and IT infrastructure. Hold regular individual meetings and provide clear, actionable feedback on performance and development. Help new employees integrate into the team through structured onboarding and training. Identify employees’ development needs and support their technical and professional growth. Keep operational guidelines, internal documentation, and knowledge base articles accurate and up to date. Review repeated incidents and service issues to determine their causes and prevent recurrence. Introduce improvements that increase team efficiency and enhance the quality of customer support. Coordinate technical and operational matters with Network, Infrastructure, Billing, Provisioning, and other departments. Report on service performance, operational challenges, resource requirements, and potential risks. Maintain a consistent standard of clear and professional customer communication. Contribute to interviews and the evaluation of potential team members. Foster a culture of ownership, collaboration, knowledge sharing, and continuous learning. Requirements A minimum of three years of relevant experience in technical support, system administration, hosting, cloud services, or another infrastructure-related IT area. Previous responsibility for leading, supervising, mentoring, or coordinating technical employees. Solid knowledge of Linux and/or Windows server environments. A practical understanding of networking fundamentals, DNS, virtualization, cloud platforms, and physical server infrastructure. Familiarity with ticket-management systems, escalation procedures, and SLA-based support. Strong diagnostic skills and the ability to make sound decisions when priorities compete. Confidence in managing incidents and coordinating multiple participants during high-pressure situations. Well-developed leadership, interpersonal, and conflict-management abilities. The ability to give constructive feedback and create development plans for team members. Good command of spoken and written English. Availability to work within a shift-based environment and assist with escalations when required. Nice to have A professional background in hosting, data centres, telecommunications, SaaS, managed services, or cloud infrastructure. Familiarity with ITIL principles or similar IT service-management frameworks. Hands-on experience with infrastructure monitoring, alerting, or incident-management platforms.