Information Technology Team Lead (5-7 yrs)

Technical Job Description : Information Technology Team Lead

We are looking for an experienced IT Support - Team Lead to join our growing team in Bangalore.

The ideal candidate will have a strong technical background in IT infrastructure, support services, and troubleshooting, along with excellent leadership and communication skills.

Responsibilities :

Technical Leadership & Team Management :

- Lead and supervise a team of IT support engineers, providing technical guidance, mentoring, and performance feedback.

- Coordinate team schedules, workload distribution, and task assignments to ensure efficient IT operations.

- Foster a collaborative team environment, encouraging knowledge sharing and continuous learning.

IT Support & Troubleshooting :

- Provide advanced technical support for internal and external stakeholders, resolving complex hardware, software, and network issues.

- Act as an escalation point for critical IT incidents, guiding team members in troubleshooting and resolution.

- Troubleshoot and resolve issues related to Windows, Linux, and macOS operating systems, Active Directory, Office 365, virtualization platforms, and cloud services.

- Monitor and maintain IT infrastructure, including servers, storage, and networking components.

Process Improvement & Documentation :

- Identify areas for improvement within IT support processes and implement best practices to enhance efficiency.

- Develop and maintain documentation for IT procedures, troubleshooting guides, and system configurations.

- Ensure compliance with IT policies, security protocols, and industry best practices.

Performance Monitoring & Reporting :

- Analyze support metrics and key performance indicators (KPIs) to drive continuous improvement and meet service level agreements (SLAs).

- Generate reports on IT support trends, incident resolution times, and system performance.

- Collaborate with stakeholders to ensure IT services align with business needs.

Stakeholder & Vendor Management :

- Build and maintain strong relationships with internal teams, end-users, and external vendors.

- Manage IT service contracts, software licensing, and procurement processes.

- Evaluate and recommend new IT solutions and technologies to enhance business operations.

Training & Knowledge Sharing :

- Conduct training sessions and workshops to enhance the technical skills of the IT support team.

- Stay up to date with emerging technologies, security threats, and industry trends, sharing relevant insights with the team.

Incident & Change Management :

- Adhere to ITIL-based incident, problem, and change management processes.

- Ensure proper documentation and communication of all IT incidents and changes.

- Participate in IT service review meetings, providing recommendations for service enhancements.

Required Skills & Qualifications :

- Bachelor's degree in Information Technology, Computer Science, or a related field.

- 5+ years of experience in IT support, with at least 2 years in a leadership role.

- Strong expertise in Windows Server, Active Directory, Office 365, and cloud platforms (AWS/Azure/GCP).

- Experience with virtualization technologies such as VMware or Hyper-V.

- Proficiency in networking concepts, including TCP/IP, DNS, DHCP, VPN, and firewall configurations.

- Familiarity with IT security principles, endpoint protection, and compliance frameworks.

- Knowledge of scripting languages like PowerShell, Bash, or Python is a plus.

- ITIL Foundation certification or equivalent experience in IT service management is preferred.

- Excellent problem-solving, analytical, and communication skills