IT Support Specialist Team Lead
1 day ago
The IT Support Specialist Team Lead at HR TechX Corp. leads a team of Level 1 and Level 2 IT Support Specialists to deliver timely, high-quality IT support in a global, remote environment.
Responsibilities- Team Leadership: Supervise and support a team of Level 1 and Level 2 IT support staff; monitor performance; conduct regular team meetings to review goals, performance metrics, and process updates; provide coaching and development; participate in hiring, onboarding, and training of new team members.
- IT Ticket Support Management: Oversee the daily operation of the IT support ticketing system (ServiceNow); triage, prioritize, and resolve requests in a timely and professional manner according to SLA; track and report on KPIs (e.g., ticket resolution time, first-call resolution rate, customer satisfaction); ensure accurate and thorough documentation of all support activities.
- Technical Support: Provide hands-on assistance for escalated Level 1 and Level 2 issues; troubleshoot and resolve issues related to workstations, laptops, peripherals, operating systems, standard business applications, network connectivity (LAN/WAN, VPN), and Microsoft 365 and collaboration tools; support remote setup and maintenance of IT equipment and user environments.
- Process Improvement: Identify opportunities to improve support workflows and team efficiency; collaborate with onshore IT teams to align support practices and implement best-in-class procedures; lead development and analysis of performance metrics to identify trends and drive improvements; contribute to knowledge base articles and SOPs.
- Collaboration: Coordinate with onshore IT teams and other departments to ensure seamless support of delivery; liaise with vendors and third-party providers for issue resolution and service improvements; support IT projects such as system rollouts, upgrades, and migrations.
- Customer Service: Promote a customer-first culture within the support team; ensure prompt and courteous communication with end users; provide guidance to users on common troubleshooting steps and system usage.
- Education and Experience: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience); 5-7 years of IT support experience with at least 2 years in a supervisory or team lead role; strong experience with ITSM platforms (preferably ServiceNow); experience supporting users in a multinational, multicultural environment; prior experience supporting US-based operations; healthcare industry experience is a plus.
- Knowledge, Skills, and Abilities: Solid technical knowledge of hardware, software, and networking fundamentals; familiarity with ITIL practices and helpdesk operations; strong problem-solving and analytical skills; excellent communication and interpersonal skills, especially in remote and cross-cultural settings; ability to manage multiple priorities and work under pressure; certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.
- Full-time
- Information Technology
- Technology, Information and Internet
- Not Applicable
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