IT Technical support Lead

6 days 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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