ICT Support Lead

Position Overview

The IT Service Lead is responsible for leading IT service operations, ensuring reliable user support, efficient service delivery, and continuous improvement through IT Service Management (ITSM) practices. The role oversees Microsoft 365 administration, IT security, ICT asset management, and vendor coordination while collaborating with cross-functional teams to deliver secure, reliable, and business-aligned IT services.

Key Responsibilities

Lead daily IT Service Desk operations, ensuring effective incident, request, escalation, and SLA management while driving continuous service improvement.

Implement and maintain IT Service Management (ITSM) processes, including Incident, Problem, Change, Asset, Request, and Knowledge Management.

Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, Entra ID), including user lifecycle, licensing, identity, and access management.

Manage Microsoft 365 security controls, including MFA, Conditional Access, mail security, data protection, and access governance.

Oversee the full lifecycle of ICT hardware and software assets, including inventory, licensing, warranty, compliance, maintenance, and audit readiness.

• Ensure IT service operations comply with cybersecurity standards, governance requirements, and internal policies.
• Lead and coach the IT Support team while coordinating vendors to deliver high-quality IT services.
• Prepare service reports, dashboards, SOPs, and knowledge documentation to support operational excellence.
• Drive digital workplace, automation, and business continuity initiatives to enhance IT service reliability and user productivity.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.

Minimum 5–7 years of experience in IT Service Operations, IT Support, or Infrastructure Support, including at least 2 years in a Lead or Supervisory role.

Strong knowledge of IT Service Management (ITIL) and hands-on experience with ITSM tools, SLA management, service reporting, and continual service improvement.

Hands-on experience administering Microsoft 365, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Microsoft 365 security features.

Proven experience managing incidents, service requests, changes, ICT assets, software licensing, inventory, and audit documentation.

Solid understanding of endpoint support, Windows operating systems, networking fundamentals, enterprise IT support tools, and user access management.

• Strong analytical and problem-solving skills with the ability to perform root cause analysis and implement service improvement initiatives.
• Excellent communication, stakeholder management, documentation, team leadership, and vendor coordination skills.

Relevant certifications such as ITIL Foundation, Microsoft 365 Administrator, Microsoft Security, or Project Management certifications are highly preferred, with willingness to work in site-based environments and provide after-hours support when required.