Lead Assistant Manager - IT Technical Support

Company : Exl

Job Description - Lead Assistant Manager - IT Technical Support

Description
The Lead Assistant Manager will play a crucial role in our IT department, leading a team of Tier 2 Infrastructure Support Engineers. This role involves providing advanced technical support, collaborating with cross-functional teams, and driving process improvements to enhance our global IT services. The ideal candidate will have strong leadership skills, extensive technical expertise, and a customer-centric approach to ensure a seamless and efficient support experience for our global workforce.

Responsibilities

Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users.
Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a 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 track record of leading and managing high-performing IT support teams, demonstrating strong leadership and communication skills.
Extensive experience in troubleshooting and resolving complex technical issues across various endpoint technologies, Microsoft 365, and Google Workspace.
Working knowledge of Active Directory, user identity management, and Mobile Device Management (MDM) platforms.
Familiarity with endpoint security tools, cybersecurity operational processes, and remote support methodologies.
Experience with enterprise ITSM platforms, such as ServiceNow or Jira Service Management, and remote support tools.
Strong analytical and problem-solving abilities, with a customer-centric approach to IT support.
Ability to work independently, manage multiple priorities, and adapt to a fast-paced, global enterprise environment.
Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and non-technical stakeholders.

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Lead Assistant Manager - IT Technical Support

Job Description - Lead Assistant Manager - IT Technical Support

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