Job Description

Team Leadership & Operations

Lead, mentor, and manage a team of IT support analysts/engineers,

. Monitor daily support operations, including incident management, service requests, and escalations.

. Ensure adherence to ITIL-based service management practices.

. Allocate and prioritize workload within the team to meet SLAs.

. Drive continuous improvement in service quality and support processes.

Technical Support & Escalation

Provide hands-on technical support for complex or high-priority incidents.

. Act as the escalation point for end-user issues that cannot be resolved at first level.

. Ensure proper documentation of issues, resolutions, and workarounds in the knowledge base.

. Collaborate with other IT teams (infrastructure, applications, network, security) to resolve cross-functional issues.

Customer Experience & Communication

Promote a customer-first culture across the support team.

. Ensure timely and professional communication with users during issue resolution.

. Collect feedback from end-users to improve service dellivery.

. Prepare and deliver regular service performance reports to IT leadership.

Process & Compliance

Ensure compliance with organizational IT policies, data protection, and security standards.

. Monitor and report on SLA/KPI adherence, service trends, and recurring issues,

. Recommend and implement automation, self-service, and efficiency improvements.

. Support audit requirements and ensure proper governance in IT support operations.

People Development

Conduct regular one-on-one and team meetings to review performance and objectives.

. Identify training needs and support professional growth of team members,

Foster a culture of collaboration

Key Skills & Competencies Strong leadership and team management skills.

. Excellent customer service and communication abilities.

. Deep knowledge of end-user technologies (Windows, Mac, O365, collaboration tools, mobility, VPN, etc.).

. Familiarity with ITIL framework and service management tools (ServiceNow, Remedy, JIRA, etc.).

. Strong troubleshooting, analytical, and problem-solving skills.

. Ability to manage multiple priorities in a fast-paced environment.

. Experience in driving process improvements and automation in IT support.

Qualifications & Experience

. Bachelor's degree in Information Technology, Computer Science, or related field (preferred).

. 6-10 years of IT support experience, with at least 2-3 years in a leadership/supervisory role.

. ITIL Foundation certification required (Intermediate/Expert desirable).

. Experience in managing distributed/gllobal support teams preferred

Performance Indicators (KPls)

. SLA & KPI adherence (First Call Resolution, Mean Time to Resolve, etc.).

. End-user satisfaction score (CSAT/NPS).

. Reduction in repeat incidents and escalations,

. Team productivity and employee engagement.

. Compliance with IT and security policies.