Team Lead – IT Helpdesk / On-Site Support

The Team Lead – IT Helpdesk / On-Site Support will be responsible for supervising day-to-day IT support operations and ensuring timely resolution of user incidents and service requests. The role involves managing helpdesk and on-site support teams, monitoring ticket queues, handling escalations, maintaining shift coverage, and ensuring compliance with SLAs, ITIL processes, and service quality standards.

The Team Lead will also support staff training, performance monitoring, reporting, knowledge-base updates, and coordination with the Service Delivery Manager to maintain smooth and effective IT support operations.

Requirements