Technical Team Lead

You will be responsible for leading and managing a team of end-user support professionals in a collaborative and high-performance environment. Your main duties will include overseeing the delivery of technical assistance, troubleshooting, and user-focused solutions to ensure timely issue resolution. It will be your responsibility to establish, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold service quality standards. As the final escalation point for complex technical issues, you will handle hardware, software, peripherals, and network support. Additionally, you will need to develop, document, and maintain Standard Operating Procedures (SOPs) to ensure team adherence. Collaboration with cross-functional teams, vendors, and stakeholders is essential to guarantee seamless service delivery aligning with business objectives. You will play a key role in implementing and maintaining ITIL-based service management practices, including incident, problem, and change management. Identifying recurring issues and driving proactive solutions and continual service improvement initiatives will be part of your responsibilities. You will also oversee the training and upskilling of support staff, conducting regular performance reviews and mentorship sessions. Managing vendor relationships, hardware/software procurement, and ensuring license compliance are also crucial aspects of the role. Regular generation of reports on service performance, user satisfaction, and issue trends, as well as maintaining accurate documentation, will be expected. Ensuring compliance with organizational policies, security standards, and best practices is imperative. Supporting project delivery, resource allocation, and risk management for IT support initiatives will also fall under your purview. The ideal candidate will have a Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience), along with 6+ years of experience in IT support, including at least 2 years in a team lead or supervisory role. Strong technical expertise in end-user computing, system administration, and troubleshooting across hardware, software, and networks is required. Experience with ITIL framework and service management tools (e.g., ServiceNow, ManageEngine) is preferred, as well as proficiency in managing SLAs, KPIs, and driving service improvements. Vendor management and contract negotiation experience will be beneficial. If you meet the requirements and are interested in this opportunity, please share your resume on divya.nair@laurengroup.ai or contact 7045669766.,