Desktop Support Lead

Company Description

We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

Job Description

We are currently seeking a Supervisor to lead our local 1st Level Support team. This position holds a pivotal role in overseeing the daily operations of the team, including task assignment, shift coordination, and performance evaluation based on key performance indicators (KPIs). The Supervisor will also serve as the primary escalation point and take ownership of tickets and tasks. 

This role necessitates a strong focus on people management, fostering team cohesion, and nurturing professional development to ensure the team's success in delivering top-tier support. 

Key Responsibilities: 

• Supervise the local support team, monitoring their daily activities and allocating tasks efficiently. 

• Act as the initial point of contact and support for the local team, ensuring they have the necessary resources and guidance to excel. 

• Maintain the smooth operation of our local office, fostering close collaboration with specialized teams globally and our trusted vendors. 

• Manage local office inventory and equipment, considering budgetary constraints and operational requirements. 

• Uphold the Quality of Service (QOS) standards for the team, with a keen eye on Service Level Agreements (SLAs) and KPIs. 

• Align team objectives and expectations with organizational goals. 

• Oversee the management of technical documentation. 

Qualifications

Skills and Experience: 

• Minimum of 2 years of experience in technical or support roles. 

• Demonstrated proficiency in managing teams, with at least 1 year of supervisory experience. 

• Strong expertise in MS Windows 10/11 installation, configuration, and troubleshooting. 

• Competence in Mac OS installation, configuration, and troubleshooting. 

• Proficiency in MS Office 365 installation, configuration, and troubleshooting. 

• Experience in troubleshooting hardware issues on Desktop PC's 

• Familiarity with Windows Server and MS Azure, encompassing Active Directory. 

• Knowledge of basic TCP/IP network diagnostics and troubleshooting. 

• Ability to troubleshoot and assist users with printer-related issues. 

• Expertise in utilizing Helpdesk request systems in accordance with ITIL best practices. 

• Excellent written and verbal communication skills in English. 

• Availability to work on weekends as needed. 

Additional Information

Sportradar is an Equal Opportunity Employer. We are committed to encourage diversity within our teams. All qualified applicants will receive consideration without regard to among other things, your background, status, or personal preferences