Azki is looking for an experienced IT Support Team Lead to lead and develop our support team. In this role, you will be responsible for managing daily IT support operations, coordinating a team of 7+ support engineers, monitoring ticket queues and SLA performance, handling technical escalations, and improving support processes to deliver a fast, reliable, and high-quality IT service for all Azki teams.

The ideal candidate is a hands-on technical leader who can manage team workload, mentor support engineers, improve operational discipline, and work closely with infrastructure, network, security, and business teams to ensure smooth IT service delivery.

Responsibilities

- Lead and coordinate the daily work of the IT support team.

- Monitor ticket queues, priorities, SLA status, and resolution quality.

- Assign and follow up on tickets based on workload, urgency, and technical skill.

- Act as the escalation point for complex technical issues and urgent incidents.

- Coach, train, and support team members to improve performance and technical skills.

- Prepare reports on ticket volume, response time, resolution time, SLA, and recurring issues.

- Create and maintain support documentation, knowledge base articles, and procedures.

- Work with infrastructure, network, security, and other IT teams to resolve repeated or complex problems.

- Support onboarding, offboarding, access requests, hardware/software delivery, and user equipment preparation.

- Improve helpdesk processes, ticket categorization, escalation paths, and service quality.

Required Skills

- 5+ years of experience in IT support/helpdesk.

- 2+ years of experience in a lead, senior support, or team lead role.

- Strong troubleshooting skills in Windows, macOS, and basic Linux user environments.

- Good knowledge of Microsoft Active Directory, Outlook, Exchange, OneDrive, and common productivity tools.

- Understanding of networking basics such as TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN.

- Experience with VPN clients, remote support tools, and remote troubleshooting.

- Familiarity with VoIP systems, softphones, Cisco Jabber and meeting room technologies.

- Experience preparing operational reports, dashboards, KPIs, and performance metrics.

Optional Skills

- Experience with ITIL concepts such as Incident Management, Request Fulfillment, Problem Management, Change Management, and Service Level Management.

- ITIL Foundation certification or similar service management certification.

- Experience with Jira Service Management, Jira Software, Confluence, or similar ticketing/documentation tools.

- Familiarity with endpoint management tools such as SCCM, ManageEngine, or similar platforms.

- Experience with asset management, inventory control, and lifecycle management of laptops, desktops, and IT equipment.

- Basic knowledge of cybersecurity best practices, endpoint security, antivirus/EDR, phishing awareness, and access control.

- Ability to manage priorities, incidents, and team workload under pressure.

- Experience supporting hybrid or remote users.