Group Services - IT Support Lead

Objective :

The IT End User Support Team Leader will be responsible for leading the End User Support team in delivering high-quality technical support to employees across the organization. This role ensures that IT services are delivered effectively, incidents are resolved promptly, and end-users receive exceptional customer experience. The Team Leader will act as the bridge between IT management and support staff, driving operational excellence, process improvement, and customer satisfaction.

Team Leadership & Operations

Lead, mentor, and manage a team of IT support analysts / engineers.

Monitor daily support operations, including incident management, service requests, and escalations.

Ensure adherence to ITIL-based service management practices.

Allocate and prioritize workload within the team to meet SLAs.

Drive continuous improvement in service quality and support processes.

Technical Support & Escalation

Provide hands-on technical support for complex or high-priority incidents.

Act as the escalation point for end-user issues that cannot be resolved at first level.

Ensure proper documentation of issues, resolutions, and workarounds in the knowledge base.

Collaborate with other IT teams (infrastructure, applications, network, security) to resolve cross-functional issues.

Customer Experience & Communication

Promote a customer-first culture across the support team.

Ensure timely and professional communication with users during issue resolution.

Collect feedback from end-users to improve service delivery.

Prepare and deliver regular service performance reports to IT leadership.

Process & Compliance

Ensure compliance with organizational IT policies, data protection, and security standards.

Monitor and report on SLA / KPI adherence, service trends, and recurring issues.

Recommend and implement automation, self-service, and efficiency improvements.

Support audit requirements and ensure proper governance in IT support operations.

People Development

Conduct regular one-on-one and team meetings to review performance and objectives.

Identify training needs and support professional growth of team members.

Foster a culture of collaboration

Key Skills & Competencies

Strong leadership and team management skills.

Excellent customer service and communication abilities.

Deep knowledge of end-user technologies (Windows, Mac, O365, collaboration tools, mobility, VPN, etc.).

Familiarity with ITIL framework and service management tools (ServiceNow, Remedy, JIRA, etc.).

Strong troubleshooting, analytical, and problem-solving skills.

Ability to manage multiple priorities in a fast-paced environment.

Experience in driving process improvements and automation in IT support.

Qualifications & Experience

Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).

6–10 years of IT support experience, with at least 2–3 years in a leadership / supervisory role.

ITIL Foundation certification required (Intermediate / Expert desirable).

Experience in managing distributed / global support teams preferred

Performance Indicators (KPIs)

SLA & KPI adherence (First Call Resolution, Mean Time to Resolve, etc.).

End-user satisfaction score (CSAT / NPS).

Reduction in repeat incidents and escalations.

Team productivity and employee engagement.

Compliance with IT and security policies.