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Mid-level generalist IT support lead with common skills increases candidate competition.
Core endpoint, AD, MDM, and ITSM skills are broadly transferable across industries.
Explicit 5–7 years, required leadership experience, and specific AD/MDM/ITSM skills create strict shortlisting filters.
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Lead and manage a team of Tier 2 Infrastructure Support Engineers with responsibility for guidance, mentorship, and performance evaluation.
Oversee resolution of complex escalated IT incidents ensuring timely and accurate support for global end-users.
Drive process improvements and automation initiatives to enhance operational efficiency and ensure compliance with IT security policies and SLAs.
Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
5-7 years of experience in IT Service Desk, End User Computing, or Infrastructure Support roles with at least 2 years in a leadership position.
Proven experience managing IT support teams and handling complex technical issues across endpoint technologies, Microsoft 365, and Google Workspace.
Working knowledge of Active Directory, user identity management, Mobile Device Management platforms, endpoint security tools, and enterprise ITSM platforms (e.g., ServiceNow, Jira).
Experienced in leading high-performing, technical IT support teams within a global enterprise setting.
Skilled in cross-functional collaboration with infrastructure, security, and application teams to align IT support with business goals.
Able to independently manage multiple priorities in a fast-paced environment while driving continuous improvement and ensuring service-level compliance.