IT Customer Support Shift Lead

IT Customer Service Representative

As an IT Customer Support Shift Lead, the candidate should be responsible for managing the delivery of IT Infrastructure services meeting all the SLA’s focusing on Customer Experience. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Ensuring smooth operation of technology tools and addressing technical issues promptly and delivering high-quality support to optimize productivity and efficiency. Roles & Responsibilities: - Lead the delivery of IT Infrastructure services & ensure all the SLA’s are met. - Manage Incident, Issues and Outage management, Investigation, and restoration. - Collaborate with cross-functional teams to ensure timely resolution of issues. - Ensure compliance with IT policies, procedures, and standards are followed. - Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices. - Diagnose and resolve technical problems promptly, ensuring minimal disruption to the workflow of the leadership team. - Stay informed about emerging technologies and trends in IT support. - Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support. - Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed. - Conduct training sessions or provide individual guidance to team members on new technologies, software applications, and best practices for IT usage. - Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts. Professional & Technical Skills: - Must To Have Skills: Proficiency in Microsoft Windows & Cloud Management. - Good To Have Skills: Experience with Desktop Transformation, Microsoft 365, and Network Infrastructures. - Strong understanding of IT Operations and Service Management. - Strong understanding of ITIL processes and methodologies. - Strong knowledge of hardware, software, and networking concepts. - Experience with incident, problem and change management processes. - Knowledge of IT policies, procedures, and standards. - Excellent communication and Collaboration skills. - Proven experience in providing technical support in a corporate environment, preferably supporting executive-level staff. - Ability to prioritize and manage multiple tasks in a fast-paced environment. - Familiarity with IT security best practices and data privacy regulations. - Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Cloud, or Cisco Certified Network Associate (CCNA) are a plus. - Strong problem-solving skills and a customer-centric approach to IT support. - Proficiency in troubleshooting technical issues and providing timely solutions. Qualifications: - Candidate should have a minimum of 6+ years of experience in Microsoft Windows/Cloud Management & 2 years in Team Management. - The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful IT solutions. - Work from Office & in multiple Shifts.