IT Support Lead

JOB DESCRIPTION

1. Team Leadership
   • Lead, mentor, and manage a team of IT support specialists across multiple locations or remote setups.
   • Define team goals, roles, and responsibilities, ensuring alignment with organizational objectives.
   • Conduct regular performance reviews and provide training opportunities to enhance team skills.
   • Foster a culture of accountability, collaboration, and customer service excellence.
2. IT Support Operations
   • Oversee the IT helpdesk operations, ensuring timely resolution of tickets and adherence to SLAs.
   • Develop and implement IT support policies, procedures, and best practices.
   • Monitor and report on support metrics, identifying areas for improvement.
   • Manage escalations for complex technical issues, ensuring root cause analysis and resolution.
3. Technology and Tools Management
   • Ensure the proper functioning of hardware, software, and IT systems across the organization.
   • Oversee the procurement, deployment, and maintenance of IT assets, including laptops, desktops, and peripherals.
   • Manage enterprise collaboration tools (e.g., Microsoft 365, Google Workspace, Slack) and communication systems.
   • Work closely with other IT teams to support system upgrades, migrations, and new technology rollouts.
4. User Experience and Support
   • Act as the primary point of contact for IT-related issues and inquiries from employees.
   • Conduct regular surveys or feedback sessions to assess and improve user satisfaction.
   • Provide training and resources to employees to help them maximize the use of IT tools and systems.
5. Security and Compliance
   • Ensure IT support operations comply with company policies and industry standards.
   • Collaborate with the security team to implement and enforce endpoint security practices.
   • Maintain and update documentation for IT assets, licenses, and support procedures.

JOB REQUIREMENTS

1. Technical Expertise
   • 6+ years of experience in IT support, with at least 2 years in a leadership role.
   • Strong knowledge of operating systems (Windows, macOS, Linux) and enterprise tools (e.g., Active Directory, Office 365).
   • Experience with ITSM tools like ManageEngine or Jira Service Management.
   • Familiarity with networking concepts (e.g., VPN, DNS, DHCP) and hardware troubleshooting.
2. Leadership and Communication
   • Proven ability to manage and develop high-performing teams.
   • Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
   • Experience in managing IT support for large organizations with diverse needs.
3. Process and Problem-Solving
   • Expertise in implementing ITIL-based service management practices.
   • Strong analytical and problem-solving skills with a focus on continuous improvement.
   • Ability to handle multiple priorities and work in a fast-paced environment.
4. Preferred Qualifications
   • Bachelor’s degree in IT, Computer Science, or a related field.
   • Certifications such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
   • Experience in managing IT support for remote or hybrid work environments.

BENEFITS

• Competitive Salary + Lunch allowance
• Dynamic working environment, professional
• 13th- month salary, salary review, Tet gifts, birthdays, March 8, October 20, …
• Full insurance regime according to regulations such as social insurance, unemployment insurance, and health insurance
• Travel, team building activities, year-end party, …

LOCATION & TIME

• Location: 9th floor, 34 Hoang Viet, Ward 4, Tan Binh District, Ho Chi Minh
• Time: Monday – Friday: 8:00 – 17:00, Saturday: 8:00 – 12:00