Technical Support & IT Team Leader

Hello! 👋 Are you the problem solving tech leader with a thirst for innovation and technology? 

Do you want to make a real impact as a Pioneer in a growing sector? If so, why not come join our bright, energetic and vibrant team! Seafar prides itself on its core values: INNOVATION, CUSTOMER, QUALITY, PERSEVERANCE and GROWTH. If you breathe these values, then we could be the right fit for each other.

As a Technical Support & IT Team Leader, your responsibilities include managing the Tech Support Team who resolve Level 1 & 2 technical support cases and also the IT team responsible for creating and maintaining our ground-breaking solutions. You will drive root cause analysis and proactive problem-solving throughout the team, and bring a sense of calm and order to enable our inevitable growth and scale. You will also be hands-on by delving into IT and support matters yourself where appropriate.

This job revolves around having an in-depth understanding of IT and ITIL principles and support is currently provided for the BeNeLux region and Germany.

🤓 Main Responsibilities

1. Supervises team of 1 Technical Support Analyst, 1 Field Service Technician, 1 IT Systems Engineer and 1 Networking Specialist by ensuring workload is appropriately distributed and ensuring necessary coaching and development of team. Highlights development and training gaps and creates member development plans to address. Also responsible for member evaluations and appraisals.

2. Creates and maintains Technical Support and IT KPIs, metrics and targets. Analyses trends in metrics and creates relevant action plans based on findings. Always looking for opportunities to improve customer satisfaction and brings ITIL experience to define helpdesk and IT processes leading to better customer results.

3. Coordinates customer requests for Tier 1, 2 & 3 technical support. Also ensures that on-site intervention are serviced by our in-house Field Service Technician. The Team Leader is not expected to field Tier 1 and 2 support issues but will be expected to get involved in more complex and blocking issues concerning hardware, software, and networking topics. The Team Leader will drive meticulous logging of cases together with ensure knowledge-base articles are created.

4. Coordinates internal and external IT needs - ensuring the IT infrastructure behind our solutions is maintained, and also continuously evolved. The Team Lead is also responsible for creating a workplace IT environment that is in-line with industry standards.

5. Works closely with the Software Development, Operations and Projects Team Leads to ensure all parts of the business are adequately supported, and so the Tech Support and IT team are also getting the appropriate support to perform.

👇 Does this sounds like you?

1. Masters degree in computer science or technology-related subject.

2. Service/Customer/Technical Support experience of 10+ years in a technical environment working with software and hardware. Customer-first mindset.

3. 5+ years experience in a Team Lead/Manager role

4. Fluent in Dutch, French and English. Other European languages are a plus.

5. Good communication, presentation, time management and listening skills. Is highly professional outwardly to external customers.

6. Excellent problem-solving skills. Is meticulous with high attention to detail and always aims to find the root cause via 5-why analysis.

7. Ability to think in a structured and logical manner.

8. Technical and mechanical aptitude/affinity – particularly to IT (Windows, Linux, Servers, Networking, Programming Languages).

9. Knowledge of the ITIL service management framework

🤝 What’s our offer?

Seafar is the only technology and service company within the autonomous shipping sector that is commercially operating at scale. By joining Seafar you would:

• Be accelerating your career at an innovative and unique maritime tech company in full growth mode, with lots of exciting challenges to crack

• Work on building from the ground up the technology and service company transforming the shipping industry

• Get offered a salary tailored to your needs

• Making an impact in collaboration with a team of enthusiastic and determined colleagues just like you

• Be celebrating many industry firsts – ever landed on the moon? That’s how it feels like when working at Seafar!

🤩 Excited?

Don't hesitate to apply! Get on board because we need you over here!