Job Description – Technical Team Lead, IT Infrastructure Support
Job Title: Technical Team Lead – IT Infrastructure Support
Department: IT Infrastructure / End User Computing
Experience: 5-7+ years
Employment Type: Full time
Reporting To: IT Infrastructure Manager / Service Delivery Manager
Role Overview
The Technical Team Lead will be responsible for leading the IT Infrastructure Support team and ensuring effective delivery of L2/L3 technical support across end-user computing, desktop support, infrastructure, network, server, Microsoft technologies, and related IT services.
The role requires strong technical expertise combined with team leadership, incident management, problem management, service improvement, ITSM, stakeholder management, and operational governance.
Key Responsibilities
1. Technical Support & Operations
- Lead day-to-day L2/L3 infrastructure support operations.
- Provide technical escalation support for complex hardware, software, OS, network, and infrastructure issues.
- Ensure timely resolution of incidents in accordance with defined SLA/OLA requirements.




- Monitor ticket queues, aging tickets, escalations, and recurring incidents.
- Perform root-cause analysis and implement permanent corrective actions.
- Support major incident troubleshooting and restoration activities.
- Ensure effective coordination between onsite, remote, network, server, security, application, and vendor teams.

2. Team Leadership
- Manage and mentor a team of infrastructure/desktop support engineers.
- Allocate work based on skill, priority, workload, and business requirements.
- Monitor team productivity, ticket performance, SLA compliance, and quality.
- Conduct regular technical reviews and knowledge-sharing sessions.
- Identify skill gaps and prepare training/cross-skilling plans.
- Support performance management and career development of team members.
- Ensure adequate shift/backup coverage for business-critical services.

3. ITSM & Service Management
- Ensure complia

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