The IT Support Team Leader is responsible for overseeing day-to-day IT support operations, ensuring the delivery of high-quality technical support to end-users. This role involves managing a team of IT Support Officers, coordinating workloads, resolving escalated issues, and ensuring adherence to SLAs and ITIL processes.

Key Responsibilities:

Technical Support & Operations

Provide high-quality IT support to users and team members, ensuring minimal disruption to business operations.

Monitor and maintain computer systems, network servers, and virtualization platforms.

Troubleshoot and resolve hardware, software, and network issues, document problems and resolutions.

Maintain and update IT documentation, user manuals, technical procedures, and IT policies.

Team Leadership & Escalation Management

Supervise, mentor, and support Level 1 Support Engineers, guiding them in achieving their KPIs and personal development goals.

Act as the main escalation point for Level 2 support issues and coordinate the resolution of Level 3 incidents with relevant teams or vendors.

Lead regular reviews and improvements of technical support processes, with a focus on service quality and efficiency.

Ensure consistent documentation and knowledge sharing across the support team.

Infrastructure & Systems

Support the implementation and delivery of IT infrastructure projects and activities.

Provide technical input and specifications for IT systems upgrades and expansions.

Participate in capacity planning and ensure optimal system performance and availability.

Maintain updated hardware inventories and ensure infrastructure is maintained to high operational standards, including data centers, servers, networks, and security systems.

Continuous Improvement

Identify and recommend improvements to systems, hardware, software, and support practices.

Ensure the IT support function evolves to meet changing business needs and technologies.

Drive a culture of accountability, learning, and continuous service enhancement.

Qualifications and Skills

Education

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Experience

5+ years of experience in IT support with at least 1–2 years in a leadership role

Technical Skills

Proficiency in troubleshooting hardware, software, and networking issues.

Knowledge of Microsoft products (e.g., Windows OS, Office Suite, Outlook).

Experience with IT ticketing systems and ITIL processes.

Familiarity with networking equipment and configurations.

Soft Skills

Excellent communication, mentoring, and technical leadership abilities.

Structured, organized, and highly responsive under pressure.

Strong documentation habits and process-driven mindset.

High standards of professionalism, accountability, and customer service.