Group Services - IT Support Lead

Overview

Lead IT end‑user support team, overseeing incidents, service quality, and staff development.

Key Responsibilities

• incident management
• escalation point
• automation
• sla monitoring
• team leadership
• knowledge documentation

Tasks

Foster a culture of collaboration The IT End User Support Team Leader will be responsible for leading the End User Support team in delivering high-quality technical support to employees across the organization. This role ensures that IT services are delivered effectively, incidents are resolved promptly, and end-users receive exceptional customer experience. The Team Leader will act as the bridge between IT management and support staff, driving operational excellence, process improvement, and customer satisfaction. -Drive continuous improvement in service quality and support processes. -Ensure timely and professional communication with users during issue resolution. -Ensure adherence to ITIL-based service management practices. -Promote a customer-first culture across the support team. -Ensure compliance with organizational IT policies, data protection, and security standards. -Support audit requirements and ensure proper governance in IT support operations. -Provide hands-on technical support for complex or high-priority incidents. -Act as the escalation point for end-user issues that cannot be resolved at first level. -Ensure proper documentation of issues, resolutions, and workarounds in the knowledge base. -Monitor daily support operations, including incident management, service requests, and escalations. -Identify training needs and support professional growth of team members. -Collaborate with other IT teams (infrastructure, applications, network, security) to resolve cross-functional issues. -Lead, mentor, and manage a team of IT support analysts/engineers. -Collect feedback from end-users to improve service delivery. -Monitor and report on SLA/KPI adherence, service trends, and recurring issues. -Conduct regular one-on-one and team meetings to review performance and objectives. -Recommend and implement automation, self-service, and efficiency improvements. -Allocate and prioritize workload within the team to meet SLAs. -Prepare and deliver regular service performance reports to IT leadership.

Requirements

• itil
• servicenow
• jira
• bachelor's
• windows
• leadership

What You Bring

-Excellent customer service and communication abilities. -6–10 years of IT support experience, with at least 2–3 years in a leadership/supervisory role. -ITIL Foundation certification required (Intermediate/Expert desirable). -Strong troubleshooting, analytical, and problem-solving skills. -Experience in managing distributed/global support teams preferred -End-user satisfaction score (CSAT/NPS). -Familiarity with ITIL framework and service management tools (ServiceNow, Remedy, JIRA, etc.). -Experience in driving process improvements and automation in IT support. -Ability to manage multiple priorities in a fast-paced environment. -Bachelor’s degree in Information Technology, Computer Science, or related field (preferred). -Reduction in repeat incidents and escalations. -Strong leadership and team management skills. -Compliance with IT and security policies. -SLA & KPI adherence (First Call Resolution, Mean Time to Resolve, etc.). -Deep knowledge of end-user technologies (Windows, Mac, O365, collaboration tools, mobility, VPN, etc.).

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About Adani Enterprises Limited

-Specializes in energy generation, infrastructure development, and resource management. -Strong presence in sectors like transport, utilities, and mining, with pivotal projects. -Notable projects include major ports, airports, and power plants that have transformed global trade routes. -Focus on renewable energy with significant investments in solar and wind projects. -Operates through subsidiaries focused on specialized infrastructure and energy solutions. -Critical part of India's infrastructure and industrial expansion.

Sector Specialisms