Lead - IT Support

Key Responsibilities

• Provide IT Support 24x7 on call production support.
• Serve as the primary escalation point for complex technical issues across hardware, software, and network systems.
• Monitor and improve helpdesk operations, ensuring timely resolution of support tickets and high user satisfaction.
• Develop and maintain documentation for support procedures, troubleshooting guides, and system configurations.
• Collaborate with other IT teams to implement system upgrades, patches, and new technologies.
• Track and report on support metrics, identifying trends and recommending improvements.
• Ensure compliance with IT policies, security standards, and data protection regulations.
• Manage inventory of IT assets and coordinate procurement when necessary.
• Administration of Windows based applications of basic principles, theories, and concepts

Required Skills & Qualifications

Preferred Qualifications

Skills Required

Escalation Management, Troubleshooting, Windows Os, Mac Os, Active Directory