Description:
- 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.