The IT Support Leader role is a key position responsible for delivering high-quality technical support and leading service desk operations within a dynamic IT environment. This role combines hands-on troubleshooting with team coordination, ensuring seamless support delivery aligned with service level agreements.
Responsibilities
Lead and oversee Level 2 technical support, troubleshooting, and incident management across user devices and infrastructure
Provide support for desktops, laptops, mobile devices, printers, monitors, and network equipment across office and manufacturing environments
Diagnose and resolve technical issues by analysing root causes and implementing effective solutions
Collaborate with Level 1 support teams to ensure timely ticket resolution and adherence to SLA targets
Manage IT hardware assets, including installation, relocation, maintenance, and accurate tracking within asset management systems
Support and maintain AV and conference room systems through regular testing, diagnostics, and preventative maintenance
Maintain detailed documentation of incidents, solutions, and processes to support continuous service improvement
Requirements
Proven experience managing IT service desk teams
Strong leadership and people management capabilities
Excellent communication and stakeholder engagement skills
Solid understanding of ITIL standards and service management best practices
Ability to think critically and adapt processes to meet evolving needs
Good understanding of organisational objectives and how IT services support business goals
Benefits
Full social insurance coverage including health, pension, employment, and labour insurance
Certification and learning support programmes
Health check and medical support programmes
Childcare and reemployment support
About the company
A company in the information technology services industry, delivering comprehensive consulting and technology solutions across global markets. The organisation supports a wide range of business needs through integrated services and a strong focus on operational excellence.