2nd Line Support Team Lead

2nd Line Support Team Lead

Can you manage technical incidents to a successful resolution?

Do you have excellent people management skills?

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below,

About our Team

While located in our Singapore office, you will be responsible for leading a team of 5 onsite support analysts spread across APAC and working alongside other team leads in Europe & USA

About the Role

The role will be responsible for leading a team of 5 onsite support analysts spread across APAC. The team will be working alongside other team leads in Europe & USA

This is a hands-on role, meaning you will be expected to support our users and carry out Windows/Mac troubleshooting as well as managing your team.

For this role, you will need be an energetic and motivational communicator who gets on well with other people and someone who understands the importance of good customer service. You must also have good attention to detail, be reliable and highly organised.

This would be an excellent opportunity for someone who is already managing a small team but wants to further their career by stepping up into an enterprise environment of 12,000 end users

**Responsibilities**:

- Leading a team of 5 onsite support analysts and ensuring that SLAs are met.
- Providing guidance and technical assistance to your team and maintaining their training and development plans.
- Balancing workloads by reassigning tasks and documenting new projects with technical teams.
- Liaising with 1st line service desk leads and 3rd line senior support specialists
- Collaborating with technical teams to document and prepare new projects and products for launch.
- Ensure all team relevant processes are documented, made available and adhered to.
- Work with technical project teams to ensure that new projects and products are understood and documented ready for go-live
- Continual assessment, maintenance, and improvement of knowledge articles

**Requirements**:

- At least 2 years of experience in people management
- Possess a solid background in providing technical support and assistance within the IT industry.
- Fluent in spoken and written English with above-average communication skills
- Familiar with the ITIL Framework and support procedures
- Be able to perform complex troubleshooting for Windows & Mac computers
- Be able to articulate IT issues to non-technical audiences and build business relationships at all levels.
- Have a genuine passion for excellence in service and care
- Have experience in Windows 11, Office 365, MacOS, Azure, Jamf, Citrix, Endpoint Manager & IT certs.
- Have good analytical skills to solve problems and identify areas for improvement.

Learn more about the LexisNexis Risk team and how we work

here

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:
, or please contact 1-855-833-5120.

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