Information Technology Technical Support

About the Role

Sphere Global Solutions is seeking a highly skilled and motivated
Team Lead (Managed IT Services)
to oversee and coordinate the delivery of operating system patching, security updates, and enterprise application support for our customers. The role requires hands-on technical expertise across Microsoft Windows, Linux, and macOS platforms, combined with strong leadership to guide a team of engineers in delivering reliable, secure, and high-quality IT services.

The Team Lead will be accountable for ensuring that patching, system support, and enterprise application support services are delivered in line with vendor best practices, agreed service windows, and customer SLAs.

Key Responsibilities
Leadership & Coordination

• Lead, mentor, and develop a team of support engineers across Windows, Linux, macOS, enterprise applications, and mobile platforms.
• Act as the escalation point for complex technical issues, ensuring timely resolution.
• Plan and allocate workloads, ensuring adherence to maintenance windows and SLA commitments.
• Coordinate with project managers, service managers, and customer stakeholders to align activities with business requirements.

Patching & System Updates

• Oversee security patching and system updates for Microsoft Windows, Linux (Ubuntu/Red Hat), and macOS environments.
• Ensure timely delivery of:
• Security patches
• Feature updates
• Firmware/software bug fixes
• Performance improvements
• Manage impact and risk analysis, advisory statements, change requests, and updates to the Risk Register.
• Define and implement new security baselines for supported environments.

Operating System Support

• Ensure resolution of technical issues across Windows, Linux, and macOS platforms, including:
• Authentication, login, and user account problems.
• Audio/video, display, and peripheral device compatibility.
• Network connectivity troubleshooting (Wi-Fi/Ethernet).
• File system errors, driver updates, and system performance tuning.
• BSOD, kernel panics, or system boot issues.
• Application compatibility and OS rollback scenarios.
• Supervise imaging, configuration, and provisioning of corporate endpoints.

Enterprise & Industry Applications

• Guide users in the use of Microsoft Company Portal and other enterprise applications.
• Troubleshoot installation, performance, and compatibility issues.
• Liaise with software vendors to resolve bugs/defects.
• Support licensing validation and escalations.
• Oversee creation of SOPs for industry-specific or bespoke applications in partnership with customers.

Bring Your Own Device (BYOD) Support

• Ensure effective support for Apple iOS and Android devices, covering system errors, performance issues, and application compatibility.
• Validate compliance with MDM-enforced security and access management.

Essential Skills & Experience

• Proven experience in a
  Team Lead / Senior Engineer
  role within a Managed IT Services or enterprise IT environment.
• Strong technical expertise across:
• Microsoft Windows Server/Desktop environments.
• Linux (Ubuntu / Red Hat Enterprise Linux).
• macOS.
• Enterprise applications (Microsoft 365, productivity tools, bespoke apps).
• Experience with OS patching cycles, security updates, and change management.
• Strong troubleshooting skills in networking, drivers, file systems, and hardware/software interoperability.
• Understanding of MDM solutions (Intune, Jamf, or equivalent) for endpoint and BYOD support.
• Experience with CMDB systems and patch-level compliance tracking.
• Excellent communication and stakeholder management skills.

Desirable Skills

• ITIL Foundation or equivalent service management certification.
• Microsoft, Linux, or Apple professional certifications.
• Experience leading offshore/remote teams.
• Knowledge of risk management and maintaining risk registers.