IT Support Lead

Experience : 2+ Years

Employment Type : Full-time

Job Overview :

We are seeking a proactive and skilled IT Support Lead to manage our IT support operations. You'll be responsible for ensuring the timely resolution of software and system-related issues, handling escalations, and implementing strategies to enhance service response times.

This role involves overseeing after-sales service, collaborating with development teams to improve system performance, and driving continuous improvement in service delivery. If you have 3+ years in IT support, strong problem-solving skills, and a commitment to user satisfaction, we encourage you to apply.

Key Responsibilities :

- Manage IT support operations, ensuring the timely resolution of software and system-related issues.

- Handle escalations efficiently and implement strategies to improve service response times and overall service quality.

- Oversee after-sales service operations to ensure prompt resolution of customer concerns and high satisfaction.

- Collaborate closely with development and infrastructure teams to enhance system performance and user experience.

- Maintain and analyze IT service metrics, tracking resolution times, user satisfaction, and other key performance indicators.

- Provide comprehensive support for software applications, including installation, configuration, and updates on Windows and Linux operating systems.

- Troubleshoot complex software/system issues in collaboration with cross-functional teams, performing root cause analysis on applications, networks, and hardware.

- Ensure strict compliance with ITIL best practices for incident, problem, and change management.

- Offer global technical support across various time zones to minimize service interruptions and ensure continuous operation.

- Lead initiatives focused on improving IT support workflows and automating routine tasks using scripting (e.g., PowerShell, Bash).

- Analyze support trends and collaborate with stakeholders to develop strategic solutions for recurring issues.

- Work with internal teams to continuously improve software reliability, usability, and scalability.

- Drive continuous improvement in service delivery and documentation standards.

- Develop and maintain comprehensive documentation, including troubleshooting guides, FAQs, and knowledge bases.

- Create training resources and conduct technical workshops for internal teams and end-users.

- Ensure all documentation is regularly updated in line with system upgrades and best practices.

Required Skills & Qualifications :

- Bachelor's degree in IT, Computer Science, or a related field (preferred).

- 2+ years of experience in IT support, software troubleshooting, or IT project management.

- Strong problem-solving skills with proven experience in root cause analysis.

- Excellent verbal and written communication skills.

- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management), service desk software, and documentation platforms (e.g., Confluence).

- Experience with Windows and Linux operating systems at an administrative level.

- Basic understanding of networking concepts (TCP/IP, DNS, VPN).

- Experience with troubleshooting client-side applications and web browsers.

- Familiarity with Active Directory for user and group management.

- Basic scripting knowledge (e.g., PowerShell, Bash) for automation of routine tasks.