Group Services - IT Support Lead

Objective:

The IT End User Support Team Leader will be responsible for leading the End User Support team in delivering high-quality technical support to employees across the organization. This role ensures that IT services are delivered effectively, incidents are resolved promptly, and end-users receive exceptional customer experience. The Team Leader will act as the bridge between IT management and support staff, driving operational excellence, process improvement, and customer satisfaction.

Team Leadership & Operations

• Lead, mentor, and manage a team of IT support analysts/engineers.
• Monitor daily support operations, including incident management, service requests, and escalations.
• Ensure adherence to ITIL-based service management practices.
• Allocate and prioritize workload within the team to meet SLAs.
• Drive continuous improvement in service quality and support processes.

Technical Support & Escalation

• Provide hands-on technical support for complex or high-priority incidents.
• Act as the escalation point for end-user issues that cannot be resolved at first level.
• Ensure proper documentation of issues, resolutions, and workarounds in the knowledge base.
• Collaborate with other IT teams (infrastructure, applications, network, security) to resolve cross-functional issues.

Customer Experience & Communication

• Promote a customer-first culture across the support team.
• Ensure timely and professional communication with users during issue resolution.
• Collect feedback from end-users to improve service delivery.
• Prepare and deliver regular service performance reports to IT leadership.

Process & Compliance

• Ensure compliance with organizational IT policies, data protection, and security standards.
• Monitor and report on SLA/KPI adherence, service trends, and recurring issues.
• Recommend and implement automation, self-service, and efficiency improvements.
• Support audit requirements and ensure proper governance in IT support operations.

People Development

• Conduct regular one-on-one and team meetings to review performance and objectives.
• Identify training needs and support professional growth of team members.

Foster a culture of collaboration

Key Skills & Competencies

• Strong leadership and team management skills.
• Excellent customer service and communication abilities.
• Deep knowledge of end-user technologies (Windows, Mac, O365, collaboration tools, mobility, VPN, etc.).
• Familiarity with ITIL framework and service management tools (ServiceNow, Remedy, JIRA, etc.).
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in driving process improvements and automation in IT support.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• 6–10 years of IT support experience, with at least 2–3 years in a leadership/supervisory role.
• ITIL Foundation certification required (Intermediate/Expert desirable).
• Experience in managing distributed/global support teams preferred

Performance Indicators (KPIs)

• SLA & KPI adherence (First Call Resolution, Mean Time to Resolve, etc.).
• End-user satisfaction score (CSAT/NPS).
• Reduction in repeat incidents and escalations.
• Team productivity and employee engagement.
• Compliance with IT and security policies.