IT Technical Support Team Leader

About the role

The IT Technical Support Team Leader is responsible for steering both the strategic direction and day‑to‑day execution of technical support services, client delivery, and infrastructure support. This position blends hands‑on technical oversight with direct team management to ensure high service levels and effective escalation handling for internal and external enterprise stakeholders.

Key responsibilities

• Lead the strategic and operational execution of technical support and infrastructure services.
• Manage and develop the IT Technical Support Team, balancing leadership with technical guidance.
• Ensure alignment with IT Service Management (ITSM) frameworks and maintain high SLA performance.
• Oversee escalation processes for both internal and external enterprise customers.
• Coordinate client delivery activities and monitor service quality.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Network Engineering, or a related field.
• Minimum of 3 years experience in an IT Technical Service role or equivalent IT Service Management leadership position.

Required skills

• Hands‑on expertise with ITSM ticketing platforms such as Manage Engine Service Desk.
• Proficiency with system monitoring tools.
• Strong knowledge of ITIL frameworks and infrastructure maintenance standards.