IT Support Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Lead based in India.

This is a remote leadership opportunity focused on delivering reliable, secure, and customer-centric IT support across a distributed organization.

You will lead Helpdesk and Systems Administration teams while overseeing day-to-day support operations and critical escalations.

The role combines people leadership with hands-on technical problem solving across endpoints, applications, networks, servers, and business systems.

You will help strengthen IT processes through performance metrics, documentation, asset management, security, and compliance practices.

Working closely with US-based business teams, you will contribute to projects that improve employee productivity and technology reliability.

The environment values ownership, collaboration, continuous learning, and a strong service mindset.

This is an ideal role for an experienced IT professional ready to lead teams while remaining close to the technology and its users.

Accountabilities

• Lead the Helpdesk and Systems Administration teams, coordinating day-to-day activities, priorities, escalations, and service delivery.
• Monitor and improve IT support operations covering operating systems, applications, security tools, servers, email systems, laptops, software, hardware, and related services.
• Lead critical IT tasks, projects, technical escalations, and cross-functional initiatives from resolution through completion.
• Coach, train, and equip support and systems staff with appropriate tools, knowledge, and best practices.
• Establish, monitor, and report IT KPIs and operational metrics to identify trends, improve performance, and drive accountability.
• Configure, deploy, re-image, and maintain laptops, desktops, software, operating systems, and standard IT configurations for employees.
• Oversee support tickets and work orders, ensuring timely resolution and compliance with established service expectations.
• Maintain IT knowledge bases, asset inventories, equipment records, and relevant technical documentation.
• Maintain endpoint and server security standards, including patch management and related controls.
• Support SOX and ITGC compliance requirements and contribute to maintaining effective IT compliance systems.
• Provide professional and friendly remote support through email, chat, telephone, and other standard remote-access tools.
• Collaborate with internal teams and business stakeholders to diagnose and resolve technology issues and deliver effective solutions.

Requirements

• At least 5 years of professional IT support experience, including broad exposure to enterprise technology environments.
• At least 1 year of experience leading or supervising a technical support, Helpdesk, or Systems Administration team.
• Experience across a broad range of network, application, telecommunications, data integration, web platform, and enterprise technology environments.
• Strong experience managing enterprise software, hardware, networks, backup and recovery processes, and system performance monitoring.
• Practical knowledge of SOX and ITGC compliance and experience maintaining technology controls or compliance systems.
• Familiarity with business tools and platforms such as Google Workspace, Microsoft Windows, Office 365, macOS, Slack, Zoom, and related hardware or software.
• Strong analytical and problem-solving abilities, with the capacity to use data and operational metrics to identify issues and drive improvements.
• Excellent people leadership, coaching, communication, and customer-service skills, with the ability to inspire and support technical teams.
• Demonstrated ability to work independently, take ownership, adapt to changing priorities, and remain hands-on when solving complex problems.
• Experience supporting US-based business teams is strongly preferred, particularly within a US-based publicly traded organization.
• Excellent written and spoken English communication skills.
• Ability to work with an Eastern Standard Time overlap, including approximately four core US business hours from 7:30 PM to 11:30 PM IST, plus four flexible working hours.
• Ability to work remotely from a quiet, dedicated workspace with a reliable internet connection of at least 50 Mbps.

Benefits

• Annual compensation range of ₹10,68,800-₹14,96,300 INR, depending on experience, skills, knowledge, market alignment, and geographic location.
• Medical insurance and accident insurance.
• Retiral benefits supporting financial wellbeing.
• 12 company-paid holidays plus 2 flexible holidays.
• Privilege/earned leave and casual/sick leave.
• Paid maternity and paternity leave.
• Weekly wellness activities and broader employee wellness programs.
• Fully remote work environment with flexible working hours around required US time-zone coverage.
• Opportunity to lead technical support teams while working across a broad enterprise technology landscape.
• Inclusive and collaborative culture focused on ownership, professional growth, and diverse perspectives.