We are looking for an experienced IT Support Team Lead to lead onsite IT support operations. This role requires a hands-on leader who can manage client relationships, lead an IT support team, ensure SLA compliance, and provide high-quality end-user support within a manufacturing/production environment.
Key Responsibilities:
Client & Service Management
- Act as the primary IT contact for the client at the site level.
- Manage weekly and monthly client meetings, reporting, and presentations.
- Ensure SLA targets are achieved across all assigned sites and services.
- Handle user communications professionally through email, phone, and face-to-face interactions.
Team Leadership
- Lead and coordinate the onsite IT support team as a site/cluster lead.
- Allocate tickets, manage team workloads, and ensure service quality.
- Coordinate with vendors, principals, and third-party engineers to resolve issues efficiently.
End-User & Technical Support
- Provide hands-on support for desktop and laptop troubleshooting.
- Install, configure, and troubleshoot operating systems, applications, and drivers.
- Provide remote support for PC setup, upgrades, and issue resolution.
- Support and perform basic configuration of iPhones (iOS devices).
- Resolve incidents and service requests related to hardware and software.
Ticketing & IT Service Management
- Utilize ticketing tools to manage incidents and service requests.
- Ensure proper ticket logging, categorization, assignment, and closure.
- Follow ITIL-aligned processes and maintain SLA compliance.
- Support service desk operations and continuous service improvement initiatives.
Asset & Inventory Management
- Manage hardware assets and inventory records, including systems and peripherals.
- Track asset movement across sites and maintain inventory accuracy.
- Conduct weekly and monthly inventory audits.
- Manage equipment disposal in accordance with company processes.
- Handle hardware and accessories procurement and maintain stock levels.
Site Operations Support
- Escort and coordinate third-party engineers during onsite activities.
- Provide hands-and-feet support for network, printer, and firewall-related tasks.
- Perform quality assurance testing of laptops and end-user devices.
- Receive equipment from clients and update inventory records accordingly.
- Coordinate with site facilities teams for maintenance of Hub/Tech Hub areas.
Required Skills & Experience
- Proven experience in IT Support, Desktop Support, or Service Desk environments.
- Experience leading or managing an IT support team.
- Strong hands-on experience with ticketing tools and ITSM processes.
- Good understanding of incident management, service request management, and SLA-driven support.
- Experience in hardware asset and inventory management.
- Basic network troubleshooting skills.
- Strong customer service and client management capabilities.
- Advanced working knowledge of Microsoft Excel.
- Experience supporting manufacturing or production-line environments from an IT support perspective.
Preferred Profile
- Strong leadership and stakeholder management skills.
- Ability to work in a fast-paced manufacturing environment.
- Excellent communication and coordination skills.
- Experience working with multiple vendors and cross-functional teams.
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