IT Support team Lead

Key Responsibilities:
o Team & Operations Management
o Lead and coordinate the regional IT support team (local & remote engineers).
o Manage team attendance, leave, rostering, and address day-to-day operational issues.
o Mentor and guide team members through regular 1-on-1s, performance discussions, and coaching.
o Maintain high team morale and productivity through strong leadership and communication.
o End User & VIP Support
o Ensure timely and effective support for end users on-site and remotely, across hardware, OS, applications, and peripherals.
o Meet and exceed expectations of VIPs and senior stakeholders with personalized IT support and proactive communication.
o Ensure minimal disruption to business through fast incident resolution and service request fulfilment.
o ITSM & ITAM Process Ownership
o Drive adherence to ITIL-based processes (Incident, Request, Problem, and Change Management).
o Ensure effective asset lifecycle management in line with ITAM practices (procurement, allocation, recovery, disposal).
o Monitor and report on SLA and KPI metrics, ensuring high levels of customer satisfaction.
o Reporting & Communication
o Prepare and deliver regular monthly/weekly service reports including SLA trends, open/closed tickets, top issues, team performance.
o Conduct root cause analysis (RCA) for recurring incidents or escalations.
o Share updates with global IT teams and local leadership, including improvement plans.
o Collaboration & Escalations
o Act as liaison between end-user support and infrastructure teams (network, server, security) for cross-functional resolution.
o Coordinate escalation management with vendors, third-party providers, or internal L3 teams.
o Participate in IT projects, office moves, rollouts, and audits as regional lead.
o Soft Skills:
o Strong leadership, people management, and mentoring abilities.
o Excellent communication and stakeholder management, especially with VIPs.
o High level of ownership, decision-making, and customer-centric mindset.
o Ability to work under pressure, manage conflicts, and multitask effectively.
o Preferred Certifications (Optional):
o ITIL v3/v4 Foundation (mandatory or preferred).
o Experience in regional/multi-site user support leadership