The Team Lead is responsible for overseeing the daily operations of the IT Helpdesk and Operational Support teams, ensuring service delivery, SLA achievement, and effective incident management. Working from 9:00 AM to 6:00 PM, the Team Lead provides continuous leadership oversight, manages escalations, and serves as the key point of coordination between support teams, stakeholders, and vendors.
Key Responsibilities
- Lead and supervise IT Helpdesk and Operational Support Engineers.
- Monitor daily operations, ticket queues, and team performance against SLAs.
- Act as the primary escalation point for critical and unresolved incidents.
- Coordinate with Level 2/3 teams, vendors, and stakeholders to drive issue resolution.
- Conduct workload planning, task prioritization, and team scheduling.
- Ensure accurate documentation, reporting, and compliance with operational procedures.
- Drive continuous service improvement and maintain high customer satisfaction.
- Support IT projects, technology refresh activities, and service transitions.
Technical Skills
- Windows 10/11
- Microsoft 365, Outlook, Teams, OneDrive, SharePoint
- Active Directory
- ITSM platforms (ServiceNow, Freshservice, ManageEngine, Jira Service Management)
- Endpoint and hardware support
- Basic networking (DNS, DHCP, TCP/IP)
Requirements
- Diploma/Degree in Information Technology or related discipline.
- Minimum 5 years of IT support experience, including 2 years in a Team Lead or supervisory role.
- Experience managing IT Helpdesk or Desktop Support operations.
- Strong incident, escalation, and stakeholder management skills.
- Experience in healthcare or other regulated environments is preferred.
- ITIL Foundation certification is advantageous.
Soft Skills
- Strong leadership and coaching abilities.
- Excellent communication and customer service skills.
- Strong problem-solving and decision-making capabilities.
- Ability to manage multiple priorities in a fast-paced environmen
