Purpose of the Job
The Technology Solutions Support Team Lead is responsible for managing day-to-day support operations, leading major incident resolution, and ensuring consistent, high-quality service delivery across L1 and L2 teams.
This role combines strong people leadership with technical oversight, driving operational excellence, performance management, and continuous improvement within the support function.
Key Responsibilities
- Lead and manage L1 support teams, ensuring smooth operational workflow and service delivery
- Own and drive Major Incident Management, including coordination, communication, and timely resolution
- Monitor and manage SLAs, KPIs, and performance dashboards to ensure service targets are met
- Plan and manage shift schedules, workload distribution, and on-call rosters
- Act as a key escalation point for complex incidents and service issues
- Coach, mentor, and upskill team members to improve performance and capability
- Ensure adherence to ITIL processes, governance standards, and best practices
- Drive continuous improvement initiatives, including automation and efficiency enhancements
- Oversee and support the creation and maintenance of knowledge base (KB) articles
- Collaborate with cross-functional teams (Development, Infrastructure, Client teams) to resolve issues and improve service delivery
- Support training initiatives and onboarding of new team members
Knowledge, Skills & Experience
- 5 –7 years of experience in Application with at least 2+ years in a Lead role Strong leadership, communication, and stakeholder management skills Proven experience in major incident handling and service management
- Strong understanding of ITIL framework and support processes
- Proficiency in reporting tools, operational dashboards, and performance metrics
- Working knowledge of applications, integrations, and infrastructure dependencies
- Excellent organizational and time-management skills in a high-volume environment
- Ability to work under pressure and manage multiple priorities
- Strong problem-solving and decision-making capabilities
- Excellent verbal and written communication skills in English
- Advanced proficiency in Microsoft Excel (lookups, pivots, data analysis)
- Strong time management and prioritization skills
- Experience managing shift rosters, workload allocation, and team scheduling
- Hands-on experience with Zendesk dashboards and ticketing systems
- Exposure to knowledge base management and reporting frameworks
