IT Support Team Lead – Manage & Troubleshoot End‑User Systems

About the role

We are looking for an experienced IT Support Team Lead to manage daily support operations and provide hands‑on technical assistance to end users. The role combines leadership of a small team with direct troubleshooting of hardware, software and network issues in a fast‑paced environment.

Key responsibilities

• Lead, supervise and mentor a team of 5 IT support engineers, ensuring efficient service delivery and SLA compliance.
• Diagnose and resolve hardware, software and network‑related issues for end users.
• Provide technical support for Windows OS, macOS, laptops, desktops, printers, iPhones and peripherals.
• Install, configure and maintain computer systems, operating systems and business applications.
• Perform preventive maintenance, hardware upgrades, repairs and equipment replacements.
• Deliver end‑user training to improve IT awareness and system usage.
• Manage support requests through the IT ticketing system, prioritize incidents and ensure timely resolution.
• Document incidents, troubleshooting steps, resolutions and technical procedures.
• Escalate complex issues to higher‑level support teams and follow up until resolution.
• Maintain accurate records of IT assets, software licenses and asset lifecycle.
• Ensure compliance with IT policies, security standards and operational procedures.
• Identify opportunities to improve support processes and enhance user satisfaction.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field.
• 4–7 years of experience in IT Support, Help Desk or Desktop Support.
• 2–4 years of experience leading a small IT support team.
• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft or Apple certifications are a plus.

Required skills

• Strong experience supporting Windows, macOS, laptops, desktops, printers and iPhones.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Proficiency with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, Freshservice).
• Hardware troubleshooting, software installation, system configuration and asset management.
• CompTIA A+, CompTIA Network+, ITIL Foundation (optional).