Senior IT Support Lead

Department:

Role Summary:

Key Responsibilities:

• Lead, mentor, and supervise the IT support team to ensure efficient software and user support services
• Manage daily operations, assign tasks, and monitor workloads for timely issue resolution
• Define and track team performance metrics and conduct reviews, meetings, and training sessions

2. User & Software Support

• Oversee support for all critical software applications and tools used across the organization
• Ensure high user satisfaction through prompt and professional support
• Act as the escalation point for complex technical issues
• Coordinate with software vendors, technical teams, and internal stakeholders to ensure smooth functioning and minimal downtime

3. Process & Policy Development

• Develop and maintain IT support processes, troubleshooting guides, and knowledge-base documentation
• Implement best practices for incident management, escalation, and root-cause analysis
• Ensure compliance with IT policies, security guidelines, and operational standards
• Continuously review and improve support processes to enhance efficiency and service quality.

Qualifications & Skills:

• Bachelors degree in IT, Computer Science, or related field
• Minimum 5+ years of IT support experience, including 2+ years in a leadership role
• Experience supporting enterprise-level software systems and large user environments

Technical Skills

• Strong knowledge of software troubleshooting and ITSM practices
• Hands-on experience with ticketing tools (Jira, Freshservice, Zoho Desk, ServiceNow)
• Understanding of networking basics, cloud platforms, OS, and system integrations
• Ability to analyze logs, diagnose issues, and collaborate with technical teams

Soft Skills

• Excellent leadership and team management abilities
• Strong communication and customer-handling skills
• Problem-solving mindset with the ability to work under pressure.