IT Support Team Lead

<h2>Key Responsibilities:</h2><h2>Service Delivery &amp; Operations</h2><ul>
<li>Lead and manage the daily operations of the onsite IT support team.</li>
<li>Monitor ticket queues and ensure timely resolution of incidents and service requests.</li>
<li>Coordinate shift schedules and handovers to ensure uninterrupted service coverage.</li>
<li>Ensure compliance with SLAs, KPIs, and operational procedures.</li>
<li>Allocate resources effectively to meet business and client requirements.</li>
</ul><h2>Incident &amp; Escalation Management</h2><ul>
<li>Manage major incidents and coordinate resolution with technical teams.</li>
<li>Handle executive and VIP support escalations with urgency and professionalism.</li>
<li>Act as the primary escalation point for service-related issues.</li>
<li>Conduct post-incident reviews and implement corrective actions to prevent recurrence.</li>
</ul><h2>Service Performance &amp; Continuous Improvement</h2><ul>
<li>Monitor service performance using operational metrics and dashboards.</li>
<li>Identify trends, recurring issues, and opportunities for service improvement.</li>
<li>Drive process optimization and implement best practices to improve operational efficiency.</li>
<li>Ensure adherence to ITIL service management processes.</li>
</ul><h2>Client &amp; Stakeholder Management</h2><ul>
<li>Serve as the primary point of contact for client stakeholders regarding service delivery.</li>
<li>Conduct regular operational reviews and service meetings.</li>
<li>Communicate service performance, risks, and improvement initiatives to management and clients.</li>
<li>Build and maintain strong client relationships while ensuring high levels of customer satisfaction.</li>
</ul><h2>Reporting &amp; Governance</h2><ul>
<li>Prepare and present daily, weekly, and monthly operational reports.</li>
<li>Analyze SLA, KPI, incident, and service performance data.</li>
<li>Ensure accurate documentation of operational activities and governance reports.</li>
<li>Support audits and compliance requirements.</li>
</ul><h2>Knowledge &amp; Team Management</h2><ul>
<li>Lead knowledge management initiatives by developing and maintaining SOPs, knowledge articles, and operational documentation.</li>
<li>Mentor and coach team members to enhance technical and customer service capabilities.</li>
<li>Conduct regular team meetings, performance reviews, and training sessions.</li>
<li>Foster a collaborative and high-performance work environment.</li>
</ul><h2>Vendor Management</h2><ul>
<li>Monitor vendor performance against agreed service commitments.</li>
<li>Support contract and service review discussions when required.</li>
</ul><h2>Skills</h2><ul>
<li>ServiceNow Incident, Request, and Reporting</li>
<li>ITIL Service Management Processes</li>
<li>SLA and KPI Management</li>
<li>Incident and Problem Management</li>
<li>Operational Reporting and Dashboard Analysis</li>
<li>Team Leadership and People Management</li>
<li>Vendor and Stakeholder Management</li>
<li>Executive and VIP Support Coordination</li>
</ul>