Team Lead – It Support

1 week ago

Noida, India Sanganan IT Solutions Pvt Ltd. Full time

IT Support Team Structure – Microsoft 365 / Azure Location: 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 preferred Position Title: Team Lead – IT Support (Microsoft 365 / Azure) Department: Managed Services & Support Type: Full-time Reports To: Head of Managed Services & Support Standby/Rotation: Required (oversees rotation planning) Shift Work: May be required depending on support coverage Support 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. Requirements Must-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 environment Best-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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