IT Technical support Lead

4 weeks ago

Hyderabad, India Movate Full time

IT Technical Lead – Global Client Services

Location: Hyderabad

Experience Required: 5 to 10 years in IT Team Leadership (macOS mandatory)

We are seeking a highly motivated and experienced IT Technical Lead to head our Global Client Services team . In this role, you will lead a 10-member team of Client Service Technicians providing 24/7 global remote IT support . You will be responsible for ensuring seamless support delivery, driving operational excellence, and fostering strong client relationships across our global workforce.

Key Responsibilities

  • Lead and manage a team of 10 Client Service Technicians providing round-the-clock global IT support , ensuring consistent high performance and continuous skill development.
  • Oversee daily operations including incident management, escalations, and workflow optimization .
  • Collaborate with Client Service Engineers and cross-functional IT teams to enhance service quality and improve support processes.
  • Provide expert troubleshooting for employee accounts, access management, endpoint (macOS/Linux/Windows) issues, hardware, applications, and VPN/network connectivity .
  • Utilize ServiceNow, Slack, and Google Workspace to manage operations, track incidents, and monitor team performance.
  • Build and maintain performance dashboards , analyze key metrics, and present insights to stakeholders.
  • Prepare and deliver weekly/monthly reports and presentations highlighting team performance, service achievements, and improvement plans.
  • Cultivate strong stakeholder relationships , ensuring client satisfaction and proactive issue resolution.
  • Partner with SMEs and internal IT teams to develop and maintain knowledge base documentation for team processes and end-user support.

Required Skills & Expertise

  • Technical Expertise
  • Active Directory & Google Workspace: Account and access management
  • macOS (mandatory) , Linux & Windows: Endpoint troubleshooting (OS, applications, hardware)
  • Networking & VPN: Connectivity and VPN issue resolution
  • ServiceNow: Incident tracking and reporting
  • Slack & Google Workspace: Team collaboration and productivity tools
  • Dashboarding & Reporting: Metrics creation, analysis, and presentation
  • Knowledge Management: Documentation of processes and technical guides
  • Leadership & Operational Skills
  • Proven ability to lead and develop a 24/7 global IT support team (10+ members)
  • Strong experience in operational excellence, workflow optimization, and escalation management
  • Excellent stakeholder and client relationship management
  • Proficiency in performance reporting and data-driven decision making
  • Strategic resourcing and team capability development

Eligibility Criteria

  • 3–5 years of proven experience managing an IT Support/Client Services team
  • Demonstrated leadership in global, round-the-clock IT operations
  • Strong communication, stakeholder engagement, and problem-solving skills
  • Hands-on macOS support experience is mandatory

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