Senior IT Helpdesk Team Leader

Key Responsibilities:

• Lead Technical Support: Manage, prioritize, and resolve complex IT support requests (hardware, software, network, SaaS) via the ticketing system.
• Proactive Issue Resolution: Diagnose and resolve complex issues for internal/remote staff, identifying and addressing recurring problems to enhance system reliability.
• Documentation & Knowledge: Maintain accurate troubleshooting records and create/update documentation for the IT team.

Required Qualifications:

• 5+ years as an IT Helpdesk/Support Technician in a fast-paced environment - Must
• Previous managerial experience – a significant advantage
• Technical Expertise: Advanced troubleshooting for network, hardware, and software issues.
• Proficiency with Microsoft Windows workstations/servers, Active Directory,Linux, Google Workspace, Office 365, and VMware.
• Skills: Fluent English, strong problem-solving, service-oriented mindset, ability to work independently, and commitment to continuous improvement.

Nice to Have:

• Familiarity with security solutions (XDR, firewalls), cloud platforms (AWS/ GCP/ Azure), and storage solutions.