The Team Leader - Infrastructure Support is responsible for managing enterprise end-user computing services, ensuring operational excellence in service desk and deskside support delivery across multiple locations. The role ensures SLA compliance, incident management effectiveness, asset governance, and vendor coordination while leading a team of support engineers in a managed services workplace.
The role serves as the operational bridge between Service Delivery Management, IT operations teams, vendors, and business stakeholders, ensuring reliable and high-quality IT service delivery aligned with contractual commitments.
Key Responsibilities :
1. Service Delivery Management :
- Lead day-to-day IT infrastructure support operations across assigned locations.
- Ensure adherence to Service Level Agreements (SLAs) for incident response and resolution.
- Monitor ticket queues, backlog, aging incidents, and service request fulfilment.
- Drive first-call resolution and service efficiency improvements.
- Ensure all incidents are properly logged, tracked, escalated, and closed within defined timelines.
2. Team Leadership & Resource Management :
- Manage and supervise Desktop Support Engineers (L1/L2).
- Allocate daily operational tasks and monitor engineer productivity.
- Conduct performance reviews, coaching, and mentoring.
- Manage shift coverage and resource planning.
- Ensure compliance with operational SOPs and service processes.
3. Incident, Problem & Change Management :
- Oversee incident lifecycle management aligned with ITIL practices.
- Conduct root cause analysis for major incidents and recurring issues.
- Support Problem Management initiatives to reduce incident volumes.
- Participate in Change Advisory Board (CAB) reviews.
- Ensure controlled execution of infrastructure changes.
4. End User Infrastructure Support Oversight :
Ensure operational support for enterprise IT infrast
📌 Team Leader (Coimbatore)
🏢 Forward Eye Technologies
📍 Coimbatore
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