It Team Lead

Key Responsibilities:

Team Leadership & Management:

• Lead a team of

  [X] IT Support Engineers/Technicians

  to ensure high-quality IT service delivery.
• Assign tasks, monitor daily operations, and ensure adherence to

  SLAs and KPIs

  .
• Mentor and guide the team in

  technical troubleshooting and customer service skills

  .
• Manage

  shift schedules, leave planning, and workload distribution

  .
• Act as the

  first escalation point

  for unresolved technical issues.

Technical Support & Operations:

• Oversee

  L1/L2 support for desktops, laptops, printers, peripherals, and network connectivity

  .
• Manage

  Active Directory, user accounts, group policies, and O365 administration

  .
• Ensure timely

  installation, patching, and maintenance

  of end-user devices and servers (if applicable).
• Collaborate with network, server, and security teams to address escalations.
  
• Monitor

  IT assets, licenses, and hardware inventory

  .
• Coordinate

  vendor and OEM support

  for hardware/software incidents.

Service Delivery & Process Management:

• Ensure all tickets are logged, tracked, and closed in the

  ITSM tool (ServiceNow/Remedy/Jira)

  .
• Drive

  incident, problem, and change management

  processes in line with ITIL standards.
• Prepare and present

  weekly/monthly performance reports

  to management.
• Identify recurring issues and propose

  process or technical improvements

  .

User Engagement & Communication:

• Ensure timely and professional communication with end users and key stakeholders.
  
• Conduct

  end-user training and awareness sessions

  on IT policies and tools.
• Maintain excellent relationships with internal teams and leadership to understand IT needs.
  

Required Skills & Qualifications:

• 45 years of experience in IT support/operations

  , with at least 1–2 years in a team lead or supervisory role.
• Strong technical knowledge of:
  

• Windows OS (10/11), macOS (basic), O365 administration, AD, and Group Policies

• Networking basics (LAN/WAN/Wi-Fi, DNS, DHCP, VPN)

• Endpoint security tools (Antivirus, BitLocker, MDM solutions)

• Experience managing

  ticketing tools/ITSM platforms

  and following ITIL best practices.
• Strong

  leadership, coaching, and conflict-resolution skills

  .
• Excellent

  communication, documentation, and reporting skills

  .
• Ability to work in a

  fast-paced environment

  with minimal supervision.