It Infrastructure Lead

Job Title: IT Infrastructure Team Lead Department: IT Infrastructure / Managed Services Experience: 5-8 years

Job Summary

We are looking for an experienced IT Infrastructure Team Lead to manage day-to-day IT support operations, lead a team of desktop and infrastructure engineers, ensure SLA compliance, and maintain high levels of customer satisfaction. The candidate will be responsible for operational coordination, incident management, team productivity, reporting, and service delivery governance.

Key Responsibilities

1. Team Management and Operations

• Lead and manage desktop support and IT infrastructure engineers.
• Allocate daily tasks, monitor attendance, productivity, and engineer availability.
• Ensure adequate resource coverage and backup arrangements for absenteeism and planned leaves.
• Conduct daily team briefings and operational reviews.
• Coordinate with the Service Delivery Manager for operational issues and escalations.

2. IT Infrastructure Support

• Oversee L1/L2 desktop support, hardware troubleshooting, and software installation.
• Manage Windows OS, laptops, desktops, printers, peripherals, and user access issues.
• Coordinate with network, server, security, and application teams for complex issues.
• Ensure timely resolution of incidents and service requests.
• Support IT asset management, inventory tracking, and asset handover processes.

3. Incident and SLA Management

• Monitor ticket queues, pending incidents, aging tickets, and service requests.
• Ensure SLA adherence and timely escalation of critical incidents.
• Conduct root cause analysis (RCA) for recurring issues.
• Track backlog, ticket closures, and engineer productivity.
• Ensure proper ticket documentation and compliance with client processes.

4. Customer and Stakeholder Management

• Act as the primary operational point of contact for the client.
• Maintain effective communication with users and client stakeholders.
• Participate in daily operational calls and periodic service reviews.
• Handle customer complaints and ensure timely corrective actions.
• Maintain professional communication and customer satisfaction.

5. Reporting and Governance

• Prepare daily, weekly, and monthly operational reports.
• Share ticket status, backlog, SLA performance, attendance, and resource availability.
• Maintain SOPs, knowledge documents, and escalation matrices.
• Ensure adherence to ITIL processes, security policies, and organizational guidelines.

Required Skills and Qualifications

• Bachelor's degree or diploma in IT, Computer Science, or a related field.
• 58 years of experience in IT infrastructure or end-user computing support.
• At least 1–2 years of experience in team handling or a supervisory role.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, hardware, printers, and desktop troubleshooting.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Good understanding of incident, problem, change, and service request management.
• Strong communication, leadership, customer-handling, and escalation-management skills.
• Knowledge of ITIL processes is preferred.

Key Performance Indicators (KPIs)

• SLA compliance and ticket resolution turnaround time.
• Reduction in ticket backlog and aging incidents.
• Customer satisfaction and complaint resolution.
• Team attendance, productivity, and resource availability.
• Timely submission and accuracy of operational reports.
• Compliance with SOPs, asset management, and security processes.