Job Description

The IT Support Team Lead for EMEA & APAC reports to the IT Support Manager and is responsible for delivering best in class services to our employees. This role partners closely with global IT leadership and regional business stakeholders to ensure IT services effectively support business operations across all EMEA and APAC offices.

The Team Lead is accountable for people leadership, process efficiency, and operational excellence, while fostering a collaborative, inclusive, and high performing team culture. They facilitate daily operations, remove impediments, and ensure alignment consistent with the overall goals of the company.

Key Responsibilities

Leadership & Collaboration

· Provide continuous support and leadership to the IT Support Team to deliver on objectives.

· Act as the primary point of contact for escalations from other regional departments.

· Serve as a liaison between regional business, development teams and global IT to anticipate needs and ensure alignment.

· Participate as a key contributor in cross‑functional and global IT projects delivered at scale.

People Management

· Lead, coach, and develop team members through one-on-ones, performance evaluations, and career development discussions.

· Manage HR‑related matters such as attendance, vacation planning, recruitment and employee well‑being in partnership with HR.

· Foster team engagement, culture, accountability, and a strong sense of identity.

· Actively support team members in achieving individual career and development goals.

Process & Operational Excellence

· Own and continuously improve team processes to maximize efficiency and service quality to ensure objectives are met.

· Manage team activities using Kanban methodologies.

· Monitor and manage service metrics (e.g., Kanban flow, work in progress, incident trends, and bug statistics).

· Delivering a quality product as it applies to the components under the teams’ responsibility.

· Respond to or appropriately escalate IT‑related requests and issues from employees.

· Manages inventory for regional offices to ensure stock is readily available.

· Ensure accurate and up‑to‑date documentation is maintained within the IT knowledge base, including SOPs, diagrams, infrastructure, and application documentation.

· Support the implementation and adoption of modern and evolving technologies, including (but not limited to):

o Passwordless Authentication

o Microsoft Modern Workplace solutions

• Participate in a 24/7 on‑call support rotation as per the defined schedule

Requirements

· Diploma in Computer Systems, Systems Administration, or related technical discipline

· Working proficiency in English and French, verbal and written

· 5+ years experience in IT Support role and 2+ years in a leadership role

· An understanding of what it takes to develop highly engaged teams while driving high performance

· Working knowledge of Active Directory

· Strong time management skills with ability to prioritize, multitask and have a sense of urgency

· Ability to collaborate interdepartmentally and quickly adapt in a fast-paced environment