Information Technology Support Team Lead

About the role

The IT Support Team Lead provides Level 1 and Level 2 technical assistance to employees, handling hardware, software and basic network issues. The role also leads two IT Support Specialists, coordinating daily operations and promoting service excellence within a global IT team.

Key responsibilities

• Provide Level 1 and Level 2 IT support for hardware, software, and network-related issues.
• Lead and support two IT Support Specialists in daily operations and ticket management.
• Coordinate and prioritize support requests to ensure timely resolution and SLA adherence.
• Act as an escalation point for complex technical issues and ensure proper documentation.
• Troubleshoot and support laptops, mobile devices, and enterprise applications.
• Manage device setup, deployment, onboarding, replacements, and hardware refresh activities.
• Support Microsoft 365, Intune, JAMF, Defender, and remote support tools.
• Perform basic network troubleshooting and support meeting room/AV equipment.
• Maintain accurate IT asset inventory and ensure audit‑ready documentation.
• Contribute to ITSM processes, continuous improvement initiatives, and knowledge sharing.

Required profile

• 5+ years of proven experience in IT support or a related field, preferably in a corporate environment.
• Bachelor’s degree (or equivalent) in information technology or computer science.
• Strong problem‑solving skills, customer‑service focus and ability to manage multiple priorities.
• Excellent communication skills with the ability to explain technical issues to non‑technical users.
• Fluency in English.
• Vendor management experience is a plus.
• Professional certification such as CompTIA A+ or equivalent is preferred but not required.

Required skills

• Microsoft Office 365
• Azure
• Microsoft Defender
• JAMF
• Intune
• Basic networking
• Jira Service Management

What we offer

• Work in a global, collaborative IT environment supporting multiple regions.
• Use modern enterprise technologies such as Microsoft 365, Intune, JAMF, Defender, Meraki, and Jira Service Management.
• Contribute to delivering an exceptional employee IT experience and continuous improvement initiatives.
• Opportunities for career growth through hands‑on exposure to diverse technologies and a supportive team culture.