Required IT Support Team Leader
If you thrive in a fast-paced environment, love helping people, and can lead a team while keeping things running smoothly - we want you. We're looking for an experienced IT Support Team Leader to head our Corporate IT support operations, owning the end-user experience for ~1,500 employees across our global offices and remote sites.
Youll be the bridge between hands-on technical support and IT strategy, ensuring SLAs are met, processes are sharp, and your team is empowered to deliver excellent service every day. This role reports directly to the Regional IT Manager.
What you'll do:
LeaderShip & Operations:
Lead and mentor a team of IT support engineers, setting clear priorities and performance expectations
Own and drive the day-to-day IT support operation for ~1,500 users across HQ, remote offices, and distributed sites
Manage escalations, serve as the team's primary point of contact for complex issues, and ensure timely resolution
Build, maintain, and enforce IT support processes, procedures, and runbooks
Track and report on KPIs: ticket volumes, SLA adherence, CSAT, and resolution times
Identify automation and efficiency opportunities to continuously improve service quality
Technical Responsibilities:
Oversee troubleshooting of hardware, software, and network issues across all user-facing systems
Manage corporate endpoint fleet - deployment, configuration, patching, and lifecycle using MDM solutions (Intune, Jamf, or equivalent)
Maintain and improve corporate cloud environment: Microsoft 365, Azure AD / Entra ID, Exchange Online, SharePoint
Support and manage corporate collaboration platforms (video conferencing, telephony/UC systems, AV setups)
Work closely with the Cyber Security team to enforce policies, respond to incidents, and implement controls
Maintain full visibility of IT inventory - hardware, software licenses, and assets
Support remote and branch sites - including network fundamentals (LAN, Wi-Fi, VPN) and remote management tools
Strategy & Improvement:
Participate in IT roadmap planning and contribute ideas that improve the employee technology experience
Evaluate and onboard new tools and technologies that improve support efficiency or employee productivity
Develop and maintain onboarding/offboarding workflows to ensure a consistent and secure experience
Requirements: 4+ years of experience in corporate IT support, with at least 2-4 years in a team lead or senior role
Proven track record of supporting large user bases (1,000+ users) in a multi-site or global environment
Strong service orientation - you measure success by the quality of the experience you deliver
Experience managing or mentoring IT support staff, including workload planning and performance feedback
Proven experience managing both on-site and remote employees, maintaining team cohesion, accountability, and engagement across distributed locations
Solid hands-on knowledge of Microsoft ecosystem: Windows OS, Active Directory, Microsoft 365, Entra ID.
Experience with MDM platforms such as Intune, Jamf, SCCM, or similar
Good understanding of network fundamentals: LAN, Wi-Fi, VPN, DNS, DHCP
Comfortable managing collaboration platforms (Microsoft Teams, Zoom, video conferencing infrastructure)
Strong communicator - fluent English (spoken and written), able to explain technical concepts clearly to non-technical stakeholders
"Can do" attitude - resourceful, calm under pressure, and solution-focused
Hands-on experience with an ITSM platform (ServiceNow, Freshservice, Jira Service Management, Zendesk - strong advantage)
Advantage:
Experience with PowerShell scripting for automation and administration tasks
Hands-on experience with firewall/switching environments (Palo Alto, HPE, Cisco, Aruba)
Familiarity with virtualization environments (VMware, Azure Virtual Desktop / Windows 365)
ITIL Foundation certification or equivalent process framework knowledge.
This position is open to all candidates.