IT Technical support Lead - MacOs

IT Technical Lead – Global Client Services

Location : Hyderabad

Experience Required :

5 to 10 years in IT Team Leadership (macOS mandatory)

We are seeking a

highly motivated and experienced IT Technical Lead

to head our

Global Client Services team . In this role, you will lead a 10-member team of Client Service Technicians providing

24 / 7 global remote IT support . You will be responsible for ensuring seamless support delivery, driving operational excellence, and fostering strong client relationships across our global workforce.

Key Responsibilities

Lead and manage a team of 10 Client Service Technicians providing

round-the-clock global IT support , ensuring consistent high performance and continuous skill development.

Oversee daily operations including

incident management, escalations, and workflow optimization .

Collaborate with Client Service Engineers and cross-functional IT teams to enhance service quality and improve support processes.

Provide expert troubleshooting for

employee accounts, access management, endpoint (macOS / Linux / Windows) issues, hardware, applications, and VPN / network connectivity .

Utilize

ServiceNow, Slack, and Google Workspace

to manage operations, track incidents, and monitor team performance.

Build and maintain

performance dashboards , analyze key metrics, and present insights to stakeholders.

Prepare and deliver

weekly / monthly reports and presentations

highlighting team performance, service achievements, and improvement plans.

Cultivate strong

stakeholder relationships , ensuring client satisfaction and proactive issue resolution.

Partner with SMEs and internal IT teams to develop and maintain

knowledge base documentation

for team processes and end-user support.

Required Skills & Expertise

Technical Expertise

Active Directory & Google Workspace : Account and access management

macOS (mandatory) , Linux & Windows : Endpoint troubleshooting (OS, applications, hardware)

Networking & VPN : Connectivity and VPN issue resolution

ServiceNow : Incident tracking and reporting

Slack & Google Workspace : Team collaboration and productivity tools

Dashboarding & Reporting : Metrics creation, analysis, and presentation

Knowledge Management : Documentation of processes and technical guides

Leadership & Operational Skills

Proven ability to

lead and develop a 24 / 7 global IT support team (10+ members)

Strong experience in

operational excellence, workflow optimization, and escalation management

Excellent

stakeholder and client relationship management

Proficiency in

performance reporting and data-driven decision making

Strategic resourcing and team capability development

Eligibility Criteria

3–5 years

of proven experience

managing an IT Support / Client Services team

Demonstrated leadership in

global, round-the-clock IT operations

Strong communication, stakeholder engagement, and problem-solving skills

Hands-on macOS support experience is mandatory