IT Support Specialist Team Lead

The IT Support Specialist Team Lead is responsible for overseeing the daily operations of a team of Level 1 and Level 2 IT Support Specialists. This includes managing ticket queues, ensuring timely resolution of technical issues, maintaining high customer service standards, driving continuous improvement in support processes, and assisting with escalations from both the internal team and customers. The ideal candidate will have strong technical knowledge, proven leadership experience, and the ability to work effectively in a global, remote team environment.

Team Leadership

• Supervise and support a team of Level 1 and Level 2 IT support staff.
• Monitor team performance, assign tasks, and ensure a balanced workload distribution.
• Conduct regular team meetings to review goals, performance metrics, and process updates.
• Provide coaching, feedback, and support for professional development.
• Participate in hiring, onboarding, and training new team members.

IT Ticket Support Management

• Oversee the daily operation of the IT support ticketing system (ServiceNow).
• Ensure all incoming support requests are triaged, prioritized, and resolved in a timely and professional manner according to SLA
• Track and report on key performance indicators (KPIs) such as ticket resolution time, first-call resolution rate, and 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 when needed.
• Troubleshoot and resolve issues related to:
• Workstations, laptops, and peripherals
• Operating systems and standard business applications
• Network connectivity (LAN/WAN, VPN)
• Microsoft 365 and collaboration tools

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.
• Leads the development and analysis of performance metrics to identify trends, drive process improvements, and enhance overall support efficiency.
• Contribute to the development and maintenance of 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

• Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5-7 years of experience in IT support, 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.

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