IT Technical support Lead

1 day ago

New Delhi, India Movate Full time

IT Technical Lead – Global Client ServicesLocation: HyderabadExperience 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 developmentEligibility 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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