Team Lead IT Support Services Job

We are looking for a dynamic and experienced IT Support Team Lead to manage and oversee IT support operations for an international client specializing in the technical services and retail sectors. This on-site role, based in Islamabad, requires a hands-on leader who can ensure high-quality service delivery, maintain adherence to service level agreements (SLAs), and drive the overall performance and development of the support team. The ideal candidate will be motivated, proactive, and capable of managing both technical and team leadership responsibilities effectively.
Key Responsibilities
- Resilience in dealing with changing expectations and the environment.
- Strong ability to understand and solve problems that arise in daily operations.
- Ability to deconstruct information into smaller categories to draw conclusions.
- Ability to take ownership of the assigned tasks and responsibilities.
- Lead and manage the offshore IT support team to deliver exceptional service and support to the client.
- Monitor and Maintaining high standards of service excellence.
- Coordinate with international stakeholders and internal teams to align support activities with business objectives.
- Develop and implement processes and best practices to improve team productivity and customer satisfaction.
- Provide guidance and mentorship to team members, fostering a collaborative and growth-oriented environment.
- Prepare and present regular performance reports, highlighting key metrics and areas for improvement.
- Drive continuous improvement initiatives to enhance support workflows and reduce downtime.
- Manage resource allocation, scheduling, and workload distribution within the team.
Required Qualifications
- Proven experience in IT support leadership roles, preferably within offshore or international environments.
- Demonstrated ability to lead, motivate, and develop a technical team.
- Strong communication and interpersonal skills to effectively liaise with internal stakeholders.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Proficiency in relevant IT support tools.
- Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Job Types: Full-time, Contract