Team Lead – IT Support

• Ensure professionalism and effective execution and continuous improvement of Global IT Support operations
• Ensure the support team delivers high-quality customer service, meets incident resolution targets, and adheres to SLAs
• Monitor and guide team members handling customer inquiries and issues
• Own end-to-end onsite IT support functions for the APAC region
• Oversee troubleshooting and resolution of IT hardware issues, servers, printers, and other infrastructure
• Lead onsite technical support operations and coordinate with global teams
• Ensure seamless local support delivery and operational continuity across APAC locations
• Act as the primary point of contact for onsite IT needs across APAC locations
• Coordinate Global IT Support team members' daily ticket-related duties and customer service culture
• Manage daily, weekly, and monthly reports and track ticket volumes, SLA compliance, backlog, CSAT, escalation rates, and incident trends
• Handle escalations and implement corrective actions
• Manage shift rosters
• Review and update SOPs
• Conduct interviews for IT and Senior IT Support Specialist roles
• Observe support team operations and implement improved techniques
• Coordinate with vendors
• Learn, follow, and enhance support team policies and procedures
• Become familiar with internal departments, systems, applications, and service needs
• Review and test new applications, printers, and software and provide feedback
• Identify team technical challenges and arrange timely training
• Propose and implement Service Improvement Plans
• Maintain excellent communication with end users and technology department members

• 2+ years as a Team Lead with specialization in systems administration and IT Operations in a Windows environment
• Good knowledge of ITIL processes; ITIL V4 certification is a strong added advantage
• Systems Architecture and integration experience preferred, including specifying hardware and network configuration
• Telephony experience, preferably Cisco VoIP
• Microsoft Office 2013 and above
• Outlook 2013 and above
• Knowledge of TCP/IP networking and related network services, including DNS, SMTP, and DHCP
• Previous work experience in a corporate environment
• Experience supporting Outlook in a Microsoft Exchange environment
• Experience supporting a variety of Wi-Fi-enabled devices
• Experience supporting remote users
• Basic knowledge of thin client systems, network printers, Citrix, and terminal servers
• Hands-on experience with scripting languages such as PowerShell, runbook automation, and integration for streamlined IT operations
• Excellent communication skills
• Experience working in a global setup and with a tightly integrated team
• Ability to clearly communicate technical concepts to non-technical people
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Ability to multitask in a fast-paced environment