Lead IT Support Operations

We are looking for a IT support Operation Lead in Lahore. Role requires not only technical expertise but also management, communication, and strategic skills to ensure efficient and effective operations.

Technical Skills

• Knowledge of IT infrastructure components, including servers, networking, storage, firewalls, and cloud environments.
• Expertise in managing and optimizing help desk software (e.g., ServiceNow, Jira, FreshService) and ticketing workflows including customer inquiries and issues to ensure timely response and resolution.
• Understanding of MSP-specific services, SLAs, and
• Familiarity with ITIL (Information Technology Infrastructure Library) frameworks for best practices in IT support.
• Ability to guide Level 1 and Level 2 teams on root cause analysis for common issues, including endpoint management, application support, network connectivity, and security
• Familiarity with basic network troubleshooting (DNS, DHCP, TCP/IP) and awareness of security practices, such as antivirus, firewalls, and intrusion prevention.
• Experience with monitoring tools and dashboards for proactive issue identification, such as Nagios, SolarWinds, or Zabbix.
• Ability to review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tools
• Ability to work with cutting edge technology and assimilate information rapidly

Leadership & Management Skills

• Ability to lead and manage a team of Level 1 and Level 2 engineers, including recruiting, training, scheduling, and mentoring.
• Oversee the day-to-day operations of the Technical Support Team
• Setting and tracking KPIs, conducting performance evaluations, and identifying growth or training opportunities for team members.
• Skilled in managing escalations and conflicts and providing support, both within the team and with clients, to ensure smooth operations.
• Proficiency in resource allocation, ensuring 24/7 support coverage, and managing shifts or on-call rotations effectively.
• Experience with project planning and coordination for support tasks, service improvements, or infrastructure upgrades.

Customer Service & Communication Skills

• Ability to interface with clients, understand their requirements, and ensure that SLAs and expectations are met consistently.
• Possess clear and concise communication skills to relay complex technical information to non-technical stakeholders, both verbally and in writing.
• Competency in reporting incidents, creating documentation for common issues, and setting up knowledge bases for Level 1 and Level 2 teams.
• Ensuring the team’s adherence to SLAs, monitoring response and resolution times, and handling escalations when SLA breaches are imminent.
• Act as a senior agent who will drive customer satisfaction through customer support
• Ability to communicate with client’s representative to discuss / share team progress and act as customer success manager
• Be actively involved with the operational delivery and UAT to onboard new customers into support steams

Strategic & Analytical Skills

• Must possess strong analytical skills to investigate and resolve customer support tickets
• Ability to analyze metrics (e.g., ticket volume, resolution times, and customer satisfaction) to identify trends, assess performance, and drive improvements.
• Experience in streamlining workflows, automating repetitive tasks, and improving service delivery processes for efficiency.
• Forecasting future support needs based on company growth, seasonal demand, or specific client requirements.
• Managing operational budgets, making cost-effective decisions on tools or personnel, and maximizing resources.

Training & Development Skills

• Ability to upskill Level 1 and Level 2 engineers through regular technical training, refresher courses, or certifications.
• Establishing knowledge-sharing practices, documentation standards, and access to resources to enable Level 1 and Level 2 teams to resolve issues more independently.
• Offering guidance and career development support to foster a growth-oriented environment and retain talent.

Adaptability & Innovation

• Keeping up with advancements in IT services, cloud computing, and security practices, and guiding the team in adopting these technologies.
• Encouraging a proactive approach to problem-solving and being open to new tools or methods that can improve support operations and implement any necessary preventive measures to reduce customer faults and issues
• Leading and guiding the team through changes in processes, tools, or company policies to ensure minimal disruption.
• Education:
• Graduation in computer sciences or relevant discipline. Having an added certification will be a plus
• Experience
• : Minimum 10 years of experience in a team lead role having proven people management and leadership skills with a support team structure.

Job Type: Full-time

Pay: Rs400,000.00 - Rs425,000.00 per month

Application Question(s):

• This is full time onsite role. Our working hours are 5:30 PM to 2:30 AM. Will it work for you?

Work Location: In person