Team Lead - IT Support Operations

The Team Lead is responsible for overseeing the daily operations of the IT Helpdesk and Operational Support teams, ensuring service delivery, SLA achievement, and effective incident management. Working from 9:00 AM to 6:00 PM, the Team Lead provides continuous leadership oversight, manages escalations, and serves as the key point of coordination between support teams, stakeholders, and vendors.

Key Responsibilities

• Lead and supervise IT Helpdesk and Operational Support Engineers.
• Monitor daily operations, ticket queues, and team performance against SLAs.
• Act as the primary escalation point for critical and unresolved incidents.
• Coordinate with Level 2/3 teams, vendors, and stakeholders to drive issue resolution.
• Conduct workload planning, task prioritization, and team scheduling.
• Ensure accurate documentation, reporting, and compliance with operational procedures.
• Drive continuous service improvement and maintain high customer satisfaction.
• Support IT projects, technology refresh activities, and service transitions.

Technical Skills

• Windows 10/11
• Microsoft 365, Outlook, Teams, OneDrive, SharePoint
• Active Directory
• ITSM platforms (ServiceNow, Freshservice, ManageEngine, Jira Service Management)
• Endpoint and hardware support
• Basic networking (DNS, DHCP, TCP/IP)

Requirements

• Diploma/Degree in Information Technology or related discipline.
• Minimum 5 years of IT support experience, including 2 years in a Team Lead or supervisory role.
• Experience managing IT Helpdesk or Desktop Support operations.
• Strong incident, escalation, and stakeholder management skills.
• Experience in healthcare or other regulated environments is preferred.
• ITIL Foundation certification is advantageous.

Soft Skills

• Strong leadership and coaching abilities.
• Excellent communication and customer service skills.
• Strong problem-solving and decision-making capabilities.
• Ability to manage multiple priorities in a fast-paced environmen