Information Technology Support Specialist

Position Overview

We are looking for a seasoned and proactive IT Support Team Lead to spearhead our daily IT support operations while delivering hands-on technical assistance to end users. The successful candidate will possess robust technical troubleshooting expertise, a proven track record in managing a small IT support team, and the capability to provide exceptional customer service in a dynamic and fast-paced corporate environment. This role is ideal for a technical leader who thrives in a collaborative setting and is committed to driving operational excellence and user satisfaction.

Key Responsibilities

The IT Support Team Lead will be responsible for a broad spectrum of duties, including:

• Team Leadership and Mentorship: Lead, supervise, and mentor a team of five IT support engineers, ensuring the efficient delivery of IT services and strict adherence to Service Level Agreements (SLAs). Foster a culture of continuous improvement and professional development within the team.
• Technical Troubleshooting and Support: Diagnose and resolve complex hardware, software, and network-related issues for end users. Provide expert support for a diverse range of devices and systems, including Windows OS, macOS, laptops, desktops, printers, iPhones, peripherals, and basic network connectivity.
• System and Application Management: Install, configure, and maintain computer systems, operating systems, and business applications to ensure optimal performance and reliability. Conduct preventive maintenance, hardware upgrades, repairs, and equipment replacements as required to minimize downtime and enhance productivity.
• User Training and Guidance: Deliver technical guidance and end-user training to improve IT awareness, system utilization, and overall user experience. Empower employees with the knowledge and skills necessary to leverage IT resources effectively.
• Ticket and Incident Management: Manage support requests through the IT ticketing system, prioritize incidents based on urgency and impact, and ensure timely resolution within agreed service levels. Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and technical procedures for future reference and compliance.
• Escalation and Collaboration: Escalate complex technical issues to higher-level support teams when necessary, follow up diligently until resolution, and act as a liaison between end users and technical teams to ensure seamless communication and issue resolution.
• Asset and Compliance Management: Maintain precise records of IT assets, including hardware inventory, software licenses, and asset lifecycle management. Ensure strict compliance with IT policies, security standards, and operational procedures to safeguard organizational data and resources.
• Process Improvement: Continuously identify opportunities to enhance IT support processes, streamline operations, and elevate user satisfaction through innovative solutions and best practices.

Qualifications and Skills

To qualify for this role, candidates must meet the following requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 4–7 years of hands-on experience in IT Support, Help Desk, or Desktop Support roles, with at least 2–4 years of demonstrated team leadership experience.
• Technical Proficiency: Extensive experience supporting Windows and macOS operating systems, laptops, desktops, printers, iPhones, and peripheral devices. Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Tool and Platform Expertise: Proven experience with IT Service Management (ITSM) and ticketing tools such as ServiceNow, Jira, Zendesk, Freshservice, or similar platforms to manage and track support requests efficiently.
• Hardware and Software Skills: Strong knowledge of hardware troubleshooting, software installation, system configuration, and asset management. Ability to diagnose and resolve technical issues across a variety of platforms and devices.
• Soft Skills: Excellent troubleshooting, analytical, and problem-solving skills. Strong communication, interpersonal, and customer service skills to interact effectively with end users and technical teams. Ability to prioritize multiple tasks and work efficiently under pressure in a fast-paced environment.
• Certifications: Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft, or Apple certifications are highly desirable and will be considered an advantage.

This role offers a unique opportunity to lead a dynamic IT support team, drive operational excellence, and contribute to the technological success of our organization. If you are a proactive leader with a passion for technology and a commitment to delivering exceptional service, we encourage you to apply and take the next step in your career.