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

Eligibility Criteria