Role Over-view
As the Lead Corporate IT Support (Techstop), you will be responsible for managing the end- user support function across all business units. You will guide and mentor a team of IT support engineers, act as the point of escalation for critical IT issues and work closely with various departments to deliver a seamless technology support experience. This is a leadership role focused on operational excellence, team effectiveness, and continuous improvement through innovation.
Key Responsibilities
Team & Operation Leadership:
- Lead and mentor the IT support (Techstop) team to ensure SLA adherence and timely resolution of support tickets.
- Manage ticketing queues using ITSM tools and drive continuous improvement of documentation and knowledge base content.
Issue Escalation & Technical Support
- Serve as the escalation point for complex technical issues related to hardware, software, access management, and networks.
- Oversee onboarding/offboarding, device lifecycle management, and user provisioning
Collaboration& Stakeholder Engagement
- Partner with HR, Business Leadership, Security, Network, and Infrastructure teams to align support operations with business priorities.
- Drive alignment with internal IT compliance, audit requirements, and security
Automation& Innovation
- Identify opportunities for automation and AI-based enhancements (e.g., chatbot, ticket triage, analytics) within IT support operations.
- Recommend and implement modern tools and processes to improve service quality and team
Reporting & Analytics
- Prepare regular reports in Excel and dashboards to share insights on ticket trends, SLA compliance, and user satisfaction metrics with leadership.
Key Qualification
Technical Expertise
- Strong hands-on experience with:
- Operating systems: Windows, macOS, and mobile
- Enterprise tools: JAMF, Microsoft Intune, Azure AD, AD, Office 365, Exchange Online, SharePoint, and Teams.
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi
- Exposure to scripting/automation tools such as PowerShell (preferred).
Leadership& Soft Skills
- Proven track record of managing IT support teams and driving operational
- Strong communication, customer service, and problem-solving
- Ability to manage high-pressure situations with a user-first
Security Awareness
- Familiarity with security practices like MFA, endpoint protection, and password
