As a
Senior Lead - IT Support & Services, you will play a key role in ensuring the stability, security, and continuous improvement of our IT infrastructure and service operations. You will collaborate closely with internal teams, vendors, and business stakeholders to deliver a seamless, secure, and user-focused IT experience while maintaining high standards of system performance, compliance, and operational excellence.
We are looking for someone who has successfully managed IT support and infrastructure in a mid-to-large enterprise environment, with strong hands-on expertise in Windows environments, Microsoft 365, networking, ITSM processes, and end-user computing.
What You'll Do
As the
Senior Lead - IT Support & Services, you will:
Technical Support & Infrastructure Management
- Provide Level 2/Level 3 technical support for desktops, laptops, operating systems, applications, and peripheral devices.
- Manage and troubleshoot Windows environments including Windows 10/11 and Windows Server platforms.
- Support network infrastructure including LAN/WAN, Wi-Fi, VPN, switches, routers, DNS, DHCP, and firewall connectivity.
- Administer and support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, Exchange Online, and Azure AD.
- Monitor and maintain IT systems, endpoints, and infrastructure to ensure high availability and optimal performance.
- Perform user account administration, access provisioning, and identity management.
ITSM & Service Operations
- Manage and resolve incidents, service requests, and escalations within agreed SLAs.
- Follow ITSM best practices for Incident, Problem, Change Management & Asset Management processes.
- Implement and enforce IT asset policies and compliance controls and generate value driven dashboards for management review and strategic decision making
- Conduct root cause analysis for recurring incidents and implement preventive measures.
- Participate in change planning, risk assessment, testing, and deployment activities.
- Maintain accurate documentation of incidents, resolutions, configurations, and known errors.
SOPs, Documentation & Process Improvement
- Create, maintain, and enhance SOPs, knowledge base articles, technical documentation, and operational runbooks.
- Develop scalable operational processes to improve efficiency, consistency, and service quality.
- Identify opportunities for automation and continuous improvement within IT operations.
- Support IT audits, compliance reviews, and operational reporting.
Stakeholder & User Support
- Provide excellent customer support and technical guidance to end users.
- Coordinate with vendors, service providers, and internal IT teams for issue resolution.
- Deliver user awareness and basic IT security guidance when required.
What You'll Bring
Technical Qualifications:
- Windows Operating Systems (Windows 10/11)
- Active Directory & Group Policy
- Microsoft 365 Administration
- Azure AD / Entra ID
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)
- Endpoint management and troubleshooting
- Cloud technologies and data management
- Strong understanding of: Incident Management, Change Management, Problem Management, Service Request Fulfilment & SLA & KPI management.
- Experience working with ITSM tools such as JIRA Service Management, ServiceNow, or similar platforms.
- Experience in creating SOPs, knowledge articles, and technical documentation.
- Ability to standardize and streamline IT operational processes.
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management skills.
- Strong customer service orientation.
- Ability to work under pressure and manage multiple priorities.
- Proactive, organized, and solution-oriented mindset.
- Strong collaboration and teamwork abilities.
- Proficiency in Microsoft Excel, Word and power point presentations.
Educational Qualifications
- Bachelor's degree in information technology, Computer Science, or related field.
- 6–10 years of experience in IT Support, Infrastructure, and Service Operations roles.
- Relevant certifications preferred:
- Microsoft Certified
- ITIL Foundation
- Azure Administrator
- Cisco certifications (preferred)
Why Join GEDU
Joining GEDU means becoming part of a forward-thinking organization where your expertise directly impacts IT transformation, operational efficiency, and business success. In this role, you'll have the opportunity to work on modern cloud technologies, drive automation, and contribute to building a robust, scalable, and secure IT ecosystem.
You'll be part of a collaborative environment that values precision, innovation, and continuous learning, empowering you to grow both professionally and personally.
