IT Support Team Lead

Required Skills:

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.