Tech Support Lead

Job Description

Title: Tech Support Lead

Company Name: Planet Education Networks Limited

Vacancy: --

Age: At least 25 years

Job Location: Chattogram

Salary: Tk. 70000 - 75000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): University, College, Training Institutes

• Bachelor/Honors

• At least 3 years
• The applicants should have experience in the following business area(s): University, College, Training Institutes

• Age At least 25 years

Job Title: Tech Support Lead 

Department: IT / Technology 

Location: Agrabaad , Chittagong 

Employment Type: Full-time 

Role Overview 

The Tech Support Lead is responsible for leading and managing the first-line IT Support team, ensuring high-quality technical support services are delivered efficiently and consistently. This role combines hands-on team leadership, operational oversight, and cross-departmental coordination to support business operations effectively. 

Key Requirements 

Essential 

• 3–4 years of experience managing an IT Support / First-Line Support team 

• Degree qualification in an IT-related discipline (e.g. Computer Science, Information Technology, Computing, or equivalent) 

• Strong understanding of IT support processes, ticketing systems, and service management 

• Proven ability to lead, train, and develop technical support staff 

Key Responsibilities 

Team Leadership & Operations 

• Lead, manage, and support the Tech Support / First-Line Support team 

• Oversee the ticketing system to ensure incidents, requests, and escalations are handled efficiently and within agreed SLAs 

• Ensure workload is distributed fairly and effectively across the team 

• Take ownership of the quality, timeliness, and accuracy of support delivered by the team 

Training & Development 

• Train new and existing team members on systems, processes, and best practices 

• Create, maintain, and regularly update training materials, documentation, and internal knowledge bases 

• Identify skills gaps and development needs within the team and address them proactively 

Performance & Stakeholder Management 

• Liaise regularly with the IT Manager regarding team performance, capacity, and resourcing needs 

• Provide feedback, support, and guidance to Tech Support colleagues to improve performance and service quality 

• Act as the main point of contact between Tech Support and other internal teams to coordinate support activities 

Service Delivery & Coordination 

• Ensure effective communication with other departments to support business requirements 

• Escalate risks, issues, or recurring incidents appropriately and propose improvements 

• Support continuous improvement of IT support processes and workflows 

Administration & Resource Management 

• Manage team rotas, holidays, and absence planning to ensure adequate support coverage 

• Oversee payroll-related inputs for the Tech Support team, ensuring accuracy and timely submission 

Desirable Skills (Optional) 

• Experience in education, multi-site, or fast-paced environments 

• Familiarity with ITIL or service management frameworks 

• Experience working with tools such as Jira Service Management, ServiceNow, or similar