The Team Leader is responsible for ensuring professionalism and driving the effective execution and continuous improvement of all Global IT Support operations. This role involves ensuring that the support team consistently delivers high-quality customer service, meets incident resolution targets, and adheres to defined service level agreements (SLAs). The Team Leader also monitors and guides team members to ensure customer inquiries and issues are addressed promptly and efficiently.
In addition, for the APAC region, the Team Leader handles end-to-end ownership of onsite IT support functions. This includes overseeing and managing location-specific responsibilities such as troubleshooting and resolving IT hardware issues, supporting servers, printers, and other infrastructure, and leading onsite technical support operations. The role requires coordination with global teams while ensuring seamless delivery of local support services, maintaining operational continuity, and acting as the primary point of contact for all onsite IT needs across APAC locations.
Job Duties and Responsibilities:
Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via tickets and ensure facilitating good customer service culture in team members
Manage daily, weekly, and monthly reports to track the metrics.
Keep record of daily operations and metrics like ticket volumes, SLA, compliance, backlog, customer satisfaction (CSAT), escalation rate, incident trends etc.
Handle escalations and ensure to put in corrective actions.
Management of shift roster
Review and updating of SOP on timely basis
Conduct interviews for IT & Sr.IT support specialists’ role.
Observe support teams’ operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Coordinate with vendors as needed
Learn, follow, and enhance Support teams policies and procedures.
Become familiar with other internal departments, their systems, applications, and service needs.
Review and test new applications, printers, software etc., and provide feedback.
Identify the technical challenges if the team and arrange timely trainings
Propose Service Improvement Plans for the company and work on implementing them.
Maintain excellent communication with all end users and other members of the technology department.
Qualifications
2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.
· Good knowledge of ITIL processes. ITIL V4 certification is a strong added advantage.
· Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).
· Telephony experience (Cisco VoIP preferred).
· Microsoft Office 2013 and above.
· Outlook 2013 and above.
· Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)
· Previous work experience in a corporate environment.
· Experience supporting Outlook in a Microsoft Exchange environment.
· Experience supporting a variety of Wi-Fi-enabled devices.
· Experience supporting remote users.
· Basic knowledge of thin client systems, network printers, Citrix, terminal servers
· Hands-on experience with scripting languages such as PowerShell, along with runbook automation and integration for
streamlined IT operations.
Excellent communication skills.
Experience working in a global setup and with a tightly integrated team.
Ability to clearly communicate technical concepts to non-technical people.
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using
industry best practices and procedures.
Ability to multi-task in a fast-paced environment.:
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
Job details are sourced from the employer's original posting.
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