IT Support Team Lead
2 days ago
Information Technology Supervisor
Job Description
The Information Technology Supervisor plays a pivotal leadership role in the day-to-day operations of the global Service Desk.
You will oversee team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.
As part of our modern End User Services & Solutions organization, the Supervisor helps translate strategy into action, ensuring frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support.
Key Responsibilities
- Lead daily operations for assigned Service Desk Agents and Senior Agents
- Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
- Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
- Conduct performance check-ins and promote professional development through mentoring and feedback
- Analyze trends and recurring issues to identify training gaps or process improvement opportunities
- Support reporting needs by contributing pod-level metrics and performance summaries
Requirements
To be successful in this role, you should have:
- 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role
- Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
- Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
- Experience operating within a pod or team-based support model
- ITIL Foundation certification or working knowledge of ITIL practices
- Prior experience in a 24x7 support environment, especially across global time zones
- Exposure to WFM tools or performance analytics platforms
Work Environment & Shift Expectations
Must be available to support rotational shifts as part of a global 24x7 model.
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