IT Support Team Lead

5 days ago

Industrial Area, India Sanganan IT Solutions Pvt Ltd. Full time

IT Support Team Structure – Microsoft 365 / AzureLocation: Noida (or Singapore)WORK FROM NOIDA OFFICE, PLEASE DON'T APPLY IF YOU ARE LOOKING FOR HYBRID OR WORK FROM HOME Note: Immediate Joiner or a max 30-day notice period preferredPosition Title: Team Lead – IT Support (Microsoft 365 / Azure)Department: Managed Services & SupportType: Full-timeReports To: Head of Managed Services & SupportStandby/Rotation: Required (oversees rotation planning)Shift Work: May be required depending on support coverageSupport Mode: Phone and email (English communication – clear accent and fluency required)Key Responsibilities· Lead and manage a team of L2 and L3 engineers handling Microsoft 365 and Azure support.· Act as final escalation point for technical issues and ensure end-to-end incident resolution.· Review ticket SLAs, technical response quality, and customer satisfaction feedback.· Oversee roster planning to maintain 24x7 standby/shift coverage.· Drive internal alignment with Projects, Sales, and Security teams.· Coach team members on technical skills and communication etiquette, especially for phone/email support.· Maintain high standards in documentation, ticket handling, and escalation processes.· Identify areas for improvement, implement SOPs, and ensure knowledge base is maintained.RequirementsMust-Have:· 5+ years of IT support experience, with 1–2 years in a leadership or team coordination role.· Strong technical understanding of Microsoft 365 (Exchange, SharePoint, Teams, Intune) and Azure (Entra ID, VM, networking).· Fluent English speaker with clear pronunciation and strong written communication – phone and email etiquette is critical.· Experience leading support teams, planning shift/standby coverage, and handling escalation.· Independent, service-oriented, and reliable with a problem-solving mindset.Good-to-Have:· Microsoft certifications (MS-101, AZ-104, SC series)· Familiarity with ticketing systems (Jira, Freshservice, or ServiceNow)· Documentation and process improvement experience· Exposure to managed services or multi-tenant environmentBest-to-Have:· Experience with Fortinet firewalls (FortiGate, VPN setup, traffic policies)· Exposure to Microsoft Defender for Endpoint, Sentinel, Purview, or other security/compliance tools· Background in SOC environments or working with cybersecurity alerts and incident triage

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