IT Support Team Lead
Core
Lead the day-to-day delivery of IT support services, ensuring high-quality end-user experience and effective resolution of technology issues across the business.
Role type
Senior IT Support Team Lead
Builds
Dependable workplace technology services and support operations
Domain
Enterprise IT Operations / Service Desk
Required skills
IT Support operations, team leadership, incident management, ITSM frameworks, Microsoft 365, Active Directory, Azure AD/Entra ID, Intune, ServiceNow, networking fundamentals, hardware/software troubleshooting, stakeholder management, process improvement
Preferred skills
ITIL 4 Foundation, Microsoft certifications, ServiceNow certification, leadership qualifications
Technologies
Microsoft 365, Windows, Active Directory, Azure AD/Entra ID, Intune, ServiceNow
Responsibilities
Lead, mentor, and develop IT Support SMEs; manage daily support operations and ticket workflows; act as primary escalation point for complex technical issues; monitor team workloads and performance metrics; coordinate incident management and major incident response; drive continual service improvement and automation; maintain knowledge management practices; collaborate with cross-functional IT teams; support onboarding, offboarding, and technology deployments; assist in resource planning and shift scheduling; ensure compliance with IT policies and security requirements.
Seniority
Senior, hands-on IC with people leadership
