IT Support Team Leader

About the role

We are looking for an IT Support Team Leader to head our Digital Workspace support function. The role will guide a team of technicians, ensure high‑quality service delivery and drive continuous improvement across workplace technology, compliance and automation.

Key responsibilities

• Lead, coach and manage a team of IT support technicians, allocating workloads and monitoring performance.
• Ensure SLA compliance and build a customer‑focused, high‑performing support culture.
• Oversee support for collaboration platforms, endpoint devices and productivity tools, including Microsoft 365, Teams, SharePoint and OneDrive.
• Resolve escalated incidents and complex technical issues while enforcing hardware, software and asset compliance standards.
• Identify automation opportunities and implement self‑service workflows.
• Monitor employee technology experience, recommend improvements and manage device lifecycle (deployment and refresh).
• Produce reports and dashboards on SLA performance and service quality.
• Collaborate with IT security, HR and procurement on workplace initiatives.

Required profile

• Bachelor's degree in information technology or a related field.
• 5+ years of experience in end‑user computing, digital workspace or IT support.
• Proven experience leading a support team.
• Strong stakeholder management and communication skills.
• Ability to analyse performance data and drive service improvements.

Required skills

• Microsoft 365, Teams, SharePoint, OneDrive.
• Microsoft Intune and Azure Active Directory.
• Endpoint management tools.
• ITIL processes and SLA governance.