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 Bachelors Degree in Information Technology, Computer Science, or a related field. Minimum 57 years of experience in IT Helpdesk, Service Desk, Desktop Support, or IT Support operations. At least 12 years of experience in a team lead or supervisory role. Proven experience managing IT support teams, shift schedules, ticket queues, and technical escalations. Strong kn...