IT Technical support Lead - MacOs

IT Technical Lead Global Client Services

Location:

Experience Required:

highly motivated and experienced IT Technical Lead

Key Responsibilities

• Lead and manage a team of 10 Client Service Technicians providing

  round-the-clock global IT support

  , ensuring consistent high performance and continuous skill development.
• Oversee daily operations including

  incident management, escalations, and workflow optimization

  .
• Collaborate with Client Service Engineers and cross-functional IT teams to enhance service quality and improve support processes.
• Provide expert troubleshooting for

  employee accounts, access management, endpoint (macOS/Linux/Windows) issues, hardware, applications, and VPN/network connectivity

  .
• Utilize

  ServiceNow, Slack, and Google Workspace

  to manage operations, track incidents, and monitor team performance.
• Build and maintain

  performance dashboards

  , analyze key metrics, and present insights to stakeholders.
• Prepare and deliver

  weekly/monthly reports and presentations

  highlighting team performance, service achievements, and improvement plans.
• Cultivate strong

  stakeholder relationships

  , ensuring client satisfaction and proactive issue resolution.
• Partner with SMEs and internal IT teams to develop and maintain

  knowledge base documentation

  for team processes and end-user support.

Required Skills & Expertise

• Technical Expertise

• Active Directory & Google Workspace: Account and access management

• macOS (mandatory)

  , Linux & Windows: Endpoint troubleshooting (OS, applications, hardware)
• Networking & VPN: Connectivity and VPN issue resolution
• ServiceNow: Incident tracking and reporting
• Slack & Google Workspace: Team collaboration and productivity tools
• Dashboarding & Reporting: Metrics creation, analysis, and presentation
• Knowledge Management: Documentation of processes and technical guides

• Leadership & Operational Skills

• Proven ability to

  lead and develop a 24/7 global IT support team (10+ members)

• Strong experience in

  operational excellence, workflow optimization, and escalation management

• Excellent

  stakeholder and client relationship management

• Proficiency in

  performance reporting and data-driven decision making

• Strategic resourcing and team capability development

Eligibility Criteria

• 35 years

  of proven experience

  managing an IT Support/Client Services team

• Demonstrated leadership in

  global, round-the-clock IT operations

• Strong communication, stakeholder engagement, and problem-solving skills

• Hands-on macOS support experience is mandatory