Job Description/Specification:
A leading technology-driven organization is seeking an experienced IT Support Lead to oversee IT service operations, manage support teams, and ensure the delivery of high-quality technical support across the business. This role combines team leadership, IT operations management, and hands-on technical expertise.
Key Responsibilities
✅ Lead and mentor the IT support team, ensuring efficient ticket management and service delivery
✅ Monitor IT systems, infrastructure, and support operations to maintain high service availability
✅ Ensure compliance with SLAs and proactively manage escalations and unresolved issues
✅ Provide advanced troubleshooting and technical support for complex IT incidents
✅ Conduct root cause analysis and implement preventive solutions to improve system reliability
✅ Manage IT service reporting, ticketing data accuracy, and performance metrics
✅ Collaborate with cross-functional teams to support business technology initiatives
Requirements
🛠️ Strong knowledge of IT infrastructure, networks, hardware, software applications, ITSM platforms, and ticketing systems
📜 Familiarity with ITIL practices, SLA management, IT security standards, and remote support tools
👥 Proven experience leading, mentoring, and developing technical support teams
🌍 Excellent English communication, problem-solving, and stakeholder management skills
🚀 Ideal opportunity for IT professionals looking to lead support operations within a fast-paced and innovative technology environment.