IT Support Team Lead

Service Delivery & Operations

Lead and manage the daily operations of the onsite IT support team.

Monitor ticket queues and ensure timely resolution of incidents and service requests.

Coordinate shift schedules and handovers to ensure uninterrupted service coverage.

Ensure compliance with SLAs, KPIs, and operational procedures.

Allocate resources effectively to meet business and client requirements.

Incident & Escalation Management

Manage major incidents and coordinate resolution with technical teams.

Handle executive and VIP support escalations with urgency and professionalism.

Act as the primary escalation point for service-related issues.

Conduct post-incident reviews and implement corrective actions to prevent recurrence.

Service Performance & Continuous Improvement

Monitor service performance using operational metrics and dashboards.

Identify trends, recurring issues, and opportunities for service improvement.

Drive process optimization and implement best practices to improve operational efficiency.

Ensure adherence to ITIL service management processes.

Client & Stakeholder Management

Serve as the primary point of contact for client stakeholders regarding service delivery.

Conduct regular operational reviews and service meetings.

Communicate service performance, risks, and improvement initiatives to management and clients.

Build and maintain strong client relationships while ensuring high levels of customer satisfaction.

Reporting & Governance

Prepare and present daily, weekly, and monthly operational reports.

Analyze SLA, KPI, incident, and service performance data.

Ensure accurate documentation of operational activities and governance reports.

Support audits and compliance requirements.

Knowledge & Team Management

Lead knowledge management initiatives by developing and maintaining SOPs, knowledge articles, and operational documentation.

Mentor and coach team members to enhance technical and customer service capabilities.

Conduct regular team meetings, performance reviews, and training sessions.

Foster a collaborative and high-performance work environment.

Vendor Management

Monitor vendor performance against agreed service commitments.

Support contract and service review discussions when required.

ServiceNow Incident, Request, and Reporting

ITIL Service Management Processes

SLA and KPI Management

Incident and Problem Management

Operational Reporting and Dashboard Analysis

Team Leadership and People Management

Vendor and Stakeholder Management

Executive and VIP Support Coordination