IT Support Lead

We are seeking a highly skilled and experienced IT Support Lead to oversee and manage the IT support operations for our growing organization of over 500 employees. This role requires a strong leader who can manage a team of IT support professionals, ensure timely issue resolution, and implement best practices to maintain a high level of service delivery. The IT Support Lead will play a critical role in ensuring our employees have the tools and support they need to perform their roles efficiently.
KEY RESPONSIBILITIES:
Team Leadership
Lead, mentor, and manage a team of IT support specialists across multiple locations or remote setups.
Define team goals, roles, and responsibilities, ensuring alignment with organizational objectives.
Conduct regular performance reviews and provide training opportunities to enhance team skills.
Foster a culture of accountability, collaboration, and customer service excellence.
IT Support Operations
Oversee the IT helpdesk operations, ensuring timely resolution of tickets and adherence to SLAs.
Develop and implement IT support policies, procedures, and best practices.
Monitor and report on support metrics, identifying areas for improvement.
Manage escalations for complex technical issues, ensuring root cause analysis and resolution.
Technology and Tools Management
Ensure the proper functioning of hardware, software, and IT systems across the organization.
Oversee the procurement, deployment, and maintenance of IT assets, including laptops, desktops, and peripherals.
Manage enterprise collaboration tools (e.g., Microsoft 365, Google Workspace, Slack) and communication systems.
Work closely with other IT teams to support system upgrades, migrations, and new technology rollouts.
User Experience and Support
Act as the primary point of contact for IT-related issues and inquiries from employees.
Conduct regular surveys or feedback sessions to assess and improve user satisfaction.
Provide training and resources to employees to help them maximize the use of IT tools and systems.
Security and Compliance
Ensure IT support operations comply with company policies and industry standards.
Collaborate with the security team to implement and enforce endpoint security practices.
Maintain and update documentation for IT assets, licenses, and support procedures.