Job Title: IT Support / Operations Team Lead (Service Desk / NOC / SOC)
Overview
The Team Lead operates within a centralized IT support and operations environment, responsible for delivering advanced technical support and ensuring service excellence for complex systems and services. This function typically supports incident management, customer inquiries, and proactive monitoring using modern tools such as automation and monitoring platforms.
The role involves handling escalations, supporting high-priority incidents, and ensuring continuous service availability. The Team Lead also plays a key role in maintaining service quality, improving operational processes, and supporting a global or regional user base.
Key Responsibilities
- Act as the first point of escalation for complex incidents, service requests, and alerts across multiple channels (calls, emails, chat, monitoring tools).
- Monitor ticket queues to ensure timely resolution and compliance with Service Level Agreements (SLAs).
- Lead, mentor, and support a team of support engineers to deliver high-quality IT services.
- Collaborate with internal stakeholders and management to ensure smooth service delivery.
- Conduct initial investigation and provide findings for incidents and customer complaints.
- Handle escalation management for critical or unresolved technical issues.
- Step in to support operational duties during peak periods or resource constraints.
- Contribute to performance evaluations and training development plans for team members.
- Ensure consistent delivery of service quality and customer satisfaction.
- Perform regular audits and reviews of incident and request management processes.
- Identify areas for improvement and support continuous service enhancement initiatives.
- Support implementation of industry best practices (e.g., ITIL, ISO standards, process improvement frameworks).
- Maintain accurate documentation and records in the service management system.
- Communicate updates, alerts, and notifications to relevant stakeholders.
- Track and follow up on escalated cases until closure within agreed timelines.
- Ensure adherence to Standard Operating Procedures (SOPs) in daily operations.
- Support 24/7 operational requirements, including after-hours support and team coordination.
- Coordinate IT setup for new users, including system access, hardware, and software.
- Maintain inventory records for IT equipment and assets.
- Assist with system testing, patching, and maintenance activities when required.
Technical Skills
- Familiarity with Microsoft 365 and Windows environments
- Proficiency in Microsoft Excel (e.g., pivot tables, filtering, basic reporting)
- Basic knowledge of PowerPoint
- Basic desktop troubleshooting skills
- Basic network troubleshooting skills
- Experience with IT Service Management tools (e.g., ServiceNow or equivalent)
- Exposure to telephony or communication systems is an added advantage
Non-Technical Skills
- Strong communication and interpersonal skills
- Customer-oriented mindset
- Leadership and team management capabilities
- Understanding of service quality and service delivery standards
- Knowledge of Service Level Management principles
- ITIL Foundation certification is an added advantage
Experience
- Minimum 3 years of experience in IT support, preferably within Service Desk, Network Operations Center (NOC), or Security Operations Center (SOC) environments
- Prior experience in a leadership or supervisory role is preferred
Education & Requirements
- Bachelor's degree in IT, Computer Science, or a related field
- Good command of English (written and spoken)
- Willingness to support after-hours or on-call activities as required
