IT Support Team Leader at GardaWorld

The IT Support Team Leader is responsible for overseeing day-to-day IT support operations, ensuring the delivery of high-quality technical support to end-users. This role involves managing a team of IT Support Officers, coordinating workloads, resolving escalated issues, and ensuring adherence to SLAs and ITIL processes.

Key Responsibilities:

• Technical Support & Operations
• Provide high-quality IT support to users and team members, ensuring minimal disruption to business operations.
• Monitor and maintain computer systems, network servers, and virtualization platforms.
• Troubleshoot and resolve hardware, software, and network issues, document problems and resolutions.
• Maintain and update IT documentation, user manuals, technical procedures, and IT policies.
• Team Leadership & Escalation Management
• Supervise, mentor, and support Level 1 Support Engineers, guiding them in achieving their KPIs and personal development goals.
• Act as the main escalation point for Level 2 support issues and coordinate the resolution of Level 3 incidents with relevant teams or vendors.
• Lead regular reviews and improvements of technical support processes, with a focus on service quality and efficiency.
• Ensure consistent documentation and knowledge sharing across the support team.
• Infrastructure & Systems
• Support the implementation and delivery of IT infrastructure projects and activities.
• Provide technical input and specifications for IT systems upgrades and expansions.
• Participate in capacity planning and ensure optimal system performance and availability.
• Maintain updated hardware inventories and ensure infrastructure is maintained to high operational standards, including data centers, servers, networks, and security systems.
• Continuous Improvement
• Identify and recommend improvements to systems, hardware, software, and support practices.
• Ensure the IT support function evolves to meet changing business needs and technologies.
• Drive a culture of accountability, learning, and continuous service enhancement.

Qualifications and Skills

Education

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Experience

• 5+ years of experience in IT support with at least 1–2 years in a leadership role
• Technical Skills
• Proficiency in troubleshooting hardware, software, and networking issues.
• Knowledge of Microsoft products (e.g., Windows OS, Office Suite, Outlook).
• Experience with IT ticketing systems and ITIL processes.
• Familiarity with networking equipment and configurations.

Soft Skills

• Excellent communication, mentoring, and technical leadership abilities.
• Structured, organized, and highly responsive under pressure.
• Strong documentation habits and process-driven mindset.
• High standards of professionalism, accountability, and customer service.