Information Technology Support Team Lead

About the role

The IT Deskside / Field Support Lead will head the deskside support function, delivering technical assistance to end‑users while managing a team of support engineers. The role ensures smooth installation, maintenance, and troubleshooting of hardware, software, and related infrastructure across the organization.

Key responsibilities

• Diagnose and resolve hardware, software, and basic network connectivity issues for laptops, desktops, printers, iPhones, macOS, and Windows systems.
• Lead, supervise, and coordinate a team of five IT support professionals to meet service level agreements.
• Install, configure, and deploy computer systems and software applications, integrating new assets into the existing environment.
• Perform routine maintenance, identify hardware faults, and execute repairs or replacements to minimize downtime.
• Provide clear end‑user guidance and documentation for effective use of IT resources.
• Maintain accurate records of support activities, incidents, and resolutions.
• Manage support tickets, prioritize requests, and ensure timely resolution within SLA targets.
• Escalate complex or high‑impact incidents to higher‑level support teams as needed.
• Track IT assets, hardware inventory, and software licenses.

Required profile

• Bachelor's degree in Information Technology or a related field.
• Minimum 10 + years of experience in IT deskside/field support.
• Proven experience leading a team of IT support professionals.
• Strong communication and problem‑solving abilities.

Required skills

• Windows operating system
• macOS
• iPhone support
• Laptops and desktops
• Printers and peripherals
• Basic network connectivity troubleshooting
• Hardware troubleshooting
• Software troubleshooting
• Ticketing system management
• IT asset and inventory management