Team Lead - Support Engineer

Education: Bachelor s degree in Computer Science, Information Technology, or a related field.

Experience:

• Minimum 5 years of experience in IT support or service desk roles.

• Proficiency in using ServiceNow, ManageEngine, or other ticketing tools.

• Strong experience in Active Directory and Microsoft Exchange.

Technical Skills:

• Knowledge of VDI, VPN, and application profiling.

• Familiarity with Microsoft Office365 and related productivity tools.

Soft Skills:

• Excellent communication and customer service skills.

• Proven ability to manage escalations and prioritize tasks effectively.

Certifications: ITIL certification or relevant technical certifications are a plus.

Experience with Service Level Agreement (SLA) monitoring and compliance.

Knowledge of SharePoint, Power BI, and Okta for IT support purposes.

Previous leadership or mentoring experience within a service desk environment.