Senior Lead Engineer - IT Support

About the role

The Senior Lead Engineer – IT Support will drive alignment of support operations and service level agreements with business objectives, continuously measuring performance to raise end‑user satisfaction.

Key responsibilities

• Align IT support operations and SLAs with organizational goals, measuring performance to improve end‑user satisfaction.
• Identify automation opportunities, enhance the service catalog and optimise workflows within the ITSM ecosystem.
• Evaluate new support technologies, plan upgrades for obsolete operating systems and hardware to minimise risk.
• Supervise support queues, manage major incident escalations and conduct root‑cause analysis to implement permanent fixes.
• Enforce endpoint security policies, patch management, access controls and zero‑trust protocols while ensuring compliance with audits and data protection standards.
• Lead, coach and evaluate Helpdesk Engineers and L1/L2 technicians, fostering a culture of technical excellence.
• Oversee IT asset lifecycle and vendor performance, driving corrective actions to meet contractual SLAs.

Required profile

• Bachelor’s degree in IT, Computer Science, Computer Engineering or related field.
• 5–7 years of hands‑on technical support experience in an enterprise environment, with 2–3 years in a supervisory or team‑lead role.
• ITIL v3 or v4 Foundation certification.
• Microsoft certifications such as Enterprise Administrator or Endpoint Administrator, or equivalent (e.g., CompTIA Network+/Security+).

Required skills

• Extensive experience with Azure AD / Entra ID, Microsoft 365 suite and endpoint management tools (Intune, Jamf, SCCM).
• Strong knowledge of Windows, macOS and Linux operating systems, Active Directory, Group Policy and Office 365/Google Workspace administration.