remote
Technical Support Team Lead - Babcock International
Software Engineer
Lead a high‑performance technical support team, driving incident resolution, quality assurance, and process improvement across complex, high‑stakes environments using Windows, Linux, and scripting tools.
About the role
Key Responsibilities
- Lead, mentor, and develop a team of technical support engineers, ensuring high availability and rapid incident resolution.
- Own the end‑to‑end incident lifecycle, from triage through root‑cause analysis and post‑mortem documentation.
- Implement and maintain ITIL‑aligned processes, including change, release, and configuration management.
- Collaborate with cross‑functional teams to design and deploy scalable support solutions for Windows and Linux platforms.
- Drive continuous improvement initiatives, leveraging metrics to enhance service quality and customer satisfaction.
Requirements
- 5+ years of technical support experience with a strong focus on quality assurance.
- Proven leadership skills, with experience managing and coaching technical teams.
- Deep knowledge of Windows and Linux operating systems, networking fundamentals, and scripting (PowerShell, Bash).
- ITIL Foundation certification or equivalent process‑oriented background.
- Excellent communication, analytical, and problem‑solving abilities.