Lead - IT Support

Location:

Position Overview

Lead – IT Support

This position plays a critical role in enabling smooth business operations and ensuring robust IT service delivery across the organization.

Key Responsibilities

IT Operations & Service Management

• Oversee daily IT support operations, ensuring timely resolution of incidents and service requests.
  
• Serve as the primary escalation point for complex or unresolved technical issues.
  
• Develop, implement, and continuously improve IT support processes, SLAs, and documentation.
  
• Ensure 24/7 availability and reliability of IT systems, networks, and infrastructure.
  

Infrastructure & Systems Management

• Manage installation, configuration, and maintenance of hardware, software, and network systems.
  
• Monitor and optimize performance of servers, networks, end-user devices, and security controls.
  
• Coordinate with vendors for procurement, maintenance, and warranty support of IT equipment.
  
• Maintain IT asset inventory and ensure compliance with IT policies and security standards.
  

Team Leadership & Collaboration

• Lead, mentor, and supervise the IT support team to ensure high performance.
  
• Conduct regular team meetings, training, and performance reviews.
  
• Collaborate closely with cross-functional teams, including Product, Operations, HR, and Admin, to fulfil IT requirements.
  
• Work with senior management to plan and execute IT upgrades, expansions, and improvement projects.
  

Security, Compliance & Risk Management

• Ensure adherence to IT security protocols, data protection policies, and compliance standards.
  
• Conduct periodic audits of systems, access controls, and IT hygiene.
  
• Identify IT risks and implement preventive and corrective measures.
  
• Coordinate with cybersecurity vendors or internal teams for threat management.
  

Project Management

• Lead implementation of new IT initiatives, tools, and technologies.
  
• Manage IT-related projects including rollouts, migrations, and upgrades.
  
• Create and maintain project timelines, budgets, and documentation.
  

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
  
• Minimum

  10 years of experience

  in IT support, infrastructure management, or IT service delivery.
• At least

  3–5 years of experience in leading IT teams

  .
• Strong expertise in Windows/Linux systems, networking, hardware troubleshooting, and user support.
  
• Working knowledge of cloud environments (AWS/Azure/GCP) is preferred.
  
• Experience with ITSM tools, ticketing systems, and monitoring platforms.
  
• Strong understanding of cybersecurity fundamentals and IT compliance frameworks.
  
• Excellent communication, stakeholder management, and problem-solving skills.
  
• Ability to work in a fast-paced, multi-location environment with high service standards.