IT Technical support Lead

3 days ago

Hyderabad, India Movate Full time
IT Technical Lead – Global Client Services Location: 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 . 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.
Partner with SMEs and internal IT teams to develop and maintain knowledge base documentation for team processes and end-user support.
Active Directory & Google Workspace:

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