Support Team Lead

Key Responsibilities: 

Service Delivery & Operations

• Lead and manage the daily operations of the onsite IT support team.
• Monitor ticket queues and ensure timely resolution of incidents and service requests.
• Coordinate shift schedules and handovers to ensure uninterrupted service coverage.
• Ensure compliance with SLAs, KPIs, and operational procedures.
• Allocate resources effectively to meet business and client requirements.

Incident & Escalation Management

• Manage major incidents and coordinate resolution with technical teams.
• Handle executive and VIP support escalations with urgency and professionalism.
• Act as the primary escalation point for service-related issues.
• Conduct post-incident reviews and implement corrective actions to prevent recurrence.

Service Performance & Continuous Improvement

• Monitor service performance using operational metrics and dashboards.
• Identify trends, recurring issues, and opportunities for service improvement.
• Drive process optimization and implement best practices to improve operational efficiency.
• Ensure adherence to ITIL service management processes.

Client & Stakeholder Management

• Serve as the primary point of contact for client stakeholders regarding service delivery.
• Conduct regular operational reviews and service meetings.
• Communicate service performance, risks, and improvement initiatives to management and clients.
• Build and maintain strong client relationships while ensuring high levels of customer satisfaction.

Reporting & Governance

• Prepare and present daily, weekly, and monthly operational reports.
• Analyze SLA, KPI, incident, and service performance data.
• Ensure accurate documentation of operational activities and governance reports.
• Support audits and compliance requirements.

Knowledge & Team Management

• Lead knowledge management initiatives by developing and maintaining SOPs, knowledge articles, and operational documentation.
• Mentor and coach team members to enhance technical and customer service capabilities.
• Conduct regular team meetings, performance reviews, and training sessions.
• Foster a collaborative and high-performance work environment.

Vendor Management

• Monitor vendor performance against agreed service commitments.
• Support contract and service review discussions when required.

Skills

• ServiceNow Incident, Request, and Reporting
• ITIL Service Management Processes
• SLA and KPI Management
• Incident and Problem Management
• Operational Reporting and Dashboard Analysis
• Team Leadership and People Management
• Vendor and Stakeholder Management
• Executive and VIP Support Coordination