Technical Team Lead

Job Description - Technical Team Lead, IT Infrastructure Support

Job Title: Technical Team Lead - IT Infrastructure Support

Department: IT Infrastructure / End User Computing

Experience: 5-7+ years

Employment Type: Full-Time

Reporting To: IT Infrastructure Manager / Service Delivery Manager

Role Overview

The Technical Team Lead will be responsible for leading the IT Infrastructure Support team and ensuring effective delivery of L2/L3 technical support across end-user computing, desktop support, infrastructure, network, server, Microsoft technologies, and related IT services.

The role requires strong technical expertise combined with team leadership, incident management, problem management, service improvement, ITSM, stakeholder management, and operational governance.

Key Responsibilities

1. Technical Support & Operations

• Lead day-to-day L2/L3 infrastructure support operations.
• Provide technical escalation support for complex hardware, software, OS, network, and infrastructure issues.
• Ensure timely resolution of incidents in accordance with defined SLA/OLA requirements.
• Monitor ticket queues, aging tickets, escalations, and recurring incidents.
• Perform root-cause analysis and implement permanent corrective actions.
• Support major incident troubleshooting and restoration activities.
• Ensure effective coordination between onsite, remote, network, server, security, application, and vendor teams.

2. Team Leadership

• Manage and mentor a team of infrastructure/desktop support engineers.
• Allocate work based on skill, priority, workload, and business requirements.
• Monitor team productivity, ticket performance, SLA compliance, and quality.
• Conduct regular technical reviews and knowledge-sharing sessions.
• Identify skill gaps and prepare training/cross-skilling plans.
• Support performance management and career development of team members.
• Ensure adequate shift/backup coverage for business-critical services.

3. ITSM & Service Management

• Ensure compliance with Incident, Request, Problem, Change, and Knowledge Management processes.
• Review SLA breaches and develop corrective/preventive actions.
• Monitor ticket backlog and drive ruthless aging-ticket reduction.
• Ensure proper ticket categorization, prioritization, documentation, and closure.
• Participate in CAB and change implementation activities where required.
• Maintain operational SOPs, troubleshooting guides, and knowledge articles.

4. Infrastructure Management

• Support and maintain enterprise infrastructure including:
  • Windows/Linux endpoints
  • Active Directory and Group Policy
  • Microsoft 365
  • Endpoint management tools
  • Patch management
  • Antivirus/EDR
  • Network connectivity and Wi-Fi
  • Printers and peripherals
  • Servers and related infrastructure
  • VPN and remote-access technologies
  • IT asset management
• Coordinate OS upgrades, hardware refresh, patching, software deployment, and security remediation initiatives.
• Ensure infrastructure assets remain compliant with organizational security standards.

5. Project & Change Support

• Lead or participate in infrastructure improvement projects.
• Plan and execute technology refresh and migration activities.
• Coordinate deployment of new hardware/software across locations.
• Support Windows upgrades, Microsoft 365 initiatives, endpoint management, security projects, and infrastructure transformation.
• Prepare implementation plans, risk assessments, rollback plans, and project status reports.

6. Security & Compliance

• Ensure infrastructure complies with organizational security policies.
• Drive remediation of security vulnerabilities and endpoint compliance gaps.
• Support periodic audits and provide required evidence.
• Ensure timely patching and security updates.
• Support AD cleanup, account lifecycle management, endpoint security, encryption, and access-control initiatives.
• Ensure appropriate controls are followed for joiners, movers, and leavers.

7. Vendor & Stakeholder Management

• Coordinate with OEMs, managed service providers, telecom providers, and technology vendors.
• Manage vendor escalations and track resolution.
• Work closely with business stakeholders and regional IT teams.
• Conduct service review meetings and communicate operational performance.
• Translate business requirements into appropriate technical solutions.

8. Reporting & Governance

Prepare and present periodic reports covering:

• SLA compliance
• MTTR
• Ticket volume and backlog
• Aging tickets
• Major incidents
• Recurring incidents
• Infrastructure availability
• Endpoint compliance
• Patch compliance
• Asset status
• User satisfaction
• Team productivity
• Continuous improvement initiatives