Description:
As the Digital Support Lead, you will be responsible for overseeing the digital support team and ensuring the efficient operation of digital systems and platforms. Working closely with the Digital Support Manager, you will lead a team dedicated to providing technical assistance and troubleshooting for digital products and services. This role requires strong leadership skills, technical expertise, and a customer-centric approach to support.
Key Responsibilities:
- Team Leadership: Lead and mentor a team of digital support specialists, providing guidance, coaching, and performance feedback to ensure high levels of productivity and customer satisfaction.
- Digital Systems Management: Oversee the management and maintenance of digital systems, platforms, and applications, including websites, mobile apps, and other digital tools, to ensure optimal performance and functionality.
- Technical Support: Provide technical assistance and troubleshooting for digital products and services, resolving issues promptly and effectively to minimize downtime and disruption for users.
- User Training and Documentation: Develop training materials and resources to educate users on digital platforms and best practices, ensuring they have the knowledge and skills needed to utilize digital tools effectively.
- Quality Assurance: Implement quality assurance processes and standards to monitor and evaluate the performance of digital systems, identifying areas for improvement and implementing solutions to enhance user experience and system reliability.
- Incident Management: Respond to digital support requests and incidents in a timely manner, prioritizing and escalating issues as needed to ensure prompt resolution and minimal impact on business operations.
- Collaboration: Collaborate with cross-functional teams, including IT, marketing, and product development, to align digital support initiatives with organizational goals and objectives and drive continuous improvement in digital capabilities.
Qualifications and Skills:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience in digital support or technical customer support, with a track record of leading teams and delivering high-quality service.
- Strong technical proficiency in digital systems, platforms, and tools, with expertise in troubleshooting and problem-solving.
- Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals and exceed expectations.
- Exceptional communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to non-technical users.
- Detail-oriented with a commitment to accuracy and quality in all aspects of work.
- Ability to prioritize and manage multiple tasks and projects in a fast-paced environment.
- Familiarity with ITIL or other IT service management frameworks is a plus.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- Dynamic and collaborative work environment.