Team Leader - Infrastructure Support

Job Description :

Role : Team Leader - Infrastructure Support

Role Summary :

The Team Leader - Infrastructure Support is responsible for managing enterprise end-user computing services, ensuring operational excellence in service desk and deskside support delivery across multiple locations. The role ensures SLA compliance, incident management effectiveness, asset governance, and vendor coordination while leading a team of support engineers in a managed services environment.

The role serves as the operational bridge between Service Delivery Management, IT operations teams, vendors, and business stakeholders, ensuring reliable and high-quality IT service delivery aligned with contractual commitments.

Key Responsibilities :

1. Service Delivery Management :

- Lead day-to-day IT infrastructure support operations across assigned locations.

- Ensure adherence to Service Level Agreements (SLAs) for incident response and resolution.

- Monitor ticket queues, backlog, aging incidents, and service request fulfilment.

- Drive first-call resolution and service efficiency improvements.

- Ensure all incidents are properly logged, tracked, escalated, and closed within defined timelines.

2. Team Leadership & Resource Management :

- Manage and supervise Desktop Support Engineers (L1/L2).

- Allocate daily operational tasks and monitor engineer productivity.

- Conduct performance reviews, coaching, and mentoring.

- Manage shift coverage and resource planning.

- Ensure compliance with operational SOPs and service processes.

3. Incident, Problem & Change Management :

- Oversee incident lifecycle management aligned with ITIL practices.

- Conduct root cause analysis for major incidents and recurring issues.

- Support Problem Management initiatives to reduce incident volumes.

- Participate in Change Advisory Board (CAB) reviews.

- Ensure controlled execution of infrastructure changes.

4. End User Infrastructure Support Oversight :

Ensure operational support for enterprise IT infrastructure including :

- Desktops and laptops

- Printers and peripherals

- Operating systems (Windows environment)

- Microsoft 365 and collaboration tools

- Endpoint security and patch management

- LAN connectivity troubleshooting

- Virtual Desktop Infrastructure (VDI) support

5. Asset & Configuration Management :

- Manage the lifecycle of end-user IT assets from procurement to disposal.

- Ensure accurate asset inventory in the asset management system.

- Monitor asset movement, allocation, and IMAC activities.

- Conduct periodic asset audits and reconciliation.

6. Vendor & Stakeholder Management :

- Coordinate with OEM vendors and third-party support providers.

- Track vendor service requests and ensure timely resolution.

- Manage vendor escalation and SLA compliance.

- Maintain effective communication with internal business stakeholders.

7. Service Governance & Reporting :

Generate operational reports including :

1. Incident trends

2. SLA performance

3. Asset utilization

4. Service request metrics

- Participate in weekly, monthly, and quarterly service review meetings.

- Maintain documentation including knowledge base articles, SOPs, and support guidelines.

Required Technical Expertise :

Infrastructure Support :

- Windows 10 / Windows 11 administration

- Desktop and laptop troubleshooting

- Printer and peripheral support

- Active Directory user administration

- Microsoft 365 support (Outlook, Teams, Exchange)

- Endpoint security and patch management

- SCCM / Endpoint management tools

Network & System Basics :

- Basic LAN/WAN troubleshooting

- IP connectivity and network diagnostics

- Remote support tools

- VDI environment support

Required Competencies :

Operational Competencies :

- ITIL-based service management practices

- Incident & problem management

- SLA monitoring and service reporting

- Asset lifecycle management

- Vendor coordination

Leadership Competencies :

- Team management and mentoring

- Stakeholder communication

- Decision-making under operational pressure

- Process optimization and continuous improvement

Experience Requirements :

- 6 - 9 years of total IT infrastructure support experience

- Minimum 23 years in a team lead or senior support role

- Experience supporting enterprise IT environments with multiple locations

Education :

Bachelors Degree in:

- Computer Science

- Information Technology

- Electronics / Engineering or equivalent technical discipline.

Preferred Certifications :

- ITIL Foundation Certification

- Microsoft Certified: Modern Desktop Administrator

- Microsoft 365 Fundamentals

- Endpoint Management / SCCM certification (preferred)

Key Performance Indicators (KPIs) :

- SLA compliance rate

- Incident resolution efficiency

- First call resolution rate

- Customer satisfaction (CSAT)

- Team productivity and utilization

- Asset inventory accuracy

- Vendor SLA performance