IT Support Lead (US Client Operations)

About this role

Responsibilities

• • End-to-End IT Operations: Oversee day-to-day IT support, system administration, user access management, and hardware/software troubleshooting across the client environment.
• Client Engagement & Meetings: Conduct and lead weekly operational review meetings with US client management, presenting performance metrics, ongoing ticket status, and process improvements.
• Incident & Escalation Management: Act as the primary escalation point for critical IT incidents, ensuring rapid troubleshooting, RCA (Root Cause Analysis), and adherence to SLAs.
• Infrastructure & Tool Administration: Manage user provisioning, cloud tools (e.g., Microsoft 365, Google Workspace, Azure AD/Entra ID), remote access solutions, and IT assets.
• Reporting & Documentation: Track KPIs (SLA compliance, MTTR, ticket volume), maintain standard operating procedures (SOPs), and deliver weekly IT performance summaries.

Requirements

• • 2–3 years of hands-on experience in IT support, technical helpdesk operations, or sysadmin roles.
• Prior experience directly supporting US or international clients.
• Willingness and commitment to work fixed night shifts aligned with US time zones.
• Exceptional spoken and written English communication skills with comfort leading client calls.
• Strong troubleshooting skills across Windows/macOS, M365/Google Workspace, networking basics (DNS, DHCP, VPNs), and ticketing systems (e.g., Jira, ServiceNow, Freshservice).
• Relevant IT certifications (CompTIA Network+/Security+, Microsoft Certified Fundamentals, or ITIL) are a strong plus.