Infrastructure End User Support (Lead)

About the Role
We are looking for an experienced and proactive Infrastructure End User Support Lead to oversee the delivery of IT support services across the organization. The successful candidate will manage a team of support specialists, coordinate incident resolution, and ensure a high level of user satisfaction with IT systems and infrastructure.

Key Responsibilities

Lead and supervise the end-user support team (field and office).
Act as the escalation point for complex technical issues.
Oversee installation, configuration, and maintenance of end-user hardware, software, and network services.
Ensure timely resolution of incidents and service requests in line with SLAs.
Develop and enforce IT support processes, standards, and documentation.
Monitor team performance, prepare reports, and recommend service improvements.
Provide training, mentoring, and coaching to support staff.
Collaborate with IT infrastructure, security, and network teams to ensure system stability and compliance.
Drive continuous improvement initiatives and contribute to IT projects.

Qualifications:
Bachelor's degree in computer science, software engineering, or another related field.

Certifications:
Azure Fundamental and Azure Administrator certifications; Windows 10 Desktop Support or equivalent Microsoft Certifications.

Experience:
6 to 8 years of computer-related support experience in Windows OS.

Special Requirements
Strong communication skills, Office 365, Desktop Virtualization, Video Conferencing (Cisco/Webex/Skype), Support of Change Management.