remote
IT Support Lead
Systems Engineer
Lead a high‑performing IT support team, driving incident resolution, process improvement, and customer satisfaction using Windows Server, Active Directory, and ServiceNow, while ensuring compliance with ITIL best practices.
About the role
Key Responsibilities
- Lead and mentor a team of IT support specialists, setting clear performance goals and fostering a culture of continuous improvement.
- Oversee incident and problem management, ensuring timely resolution of complex technical issues across Windows Server, Active Directory, and network infrastructure.
- Develop and maintain standard operating procedures, knowledge base articles, and best‑practice documentation to streamline support workflows.
- Collaborate with cross‑functional teams to implement ServiceNow ticketing enhancements and automate routine tasks.
- Analyze support metrics, generate reports, and recommend process changes to improve service levels and customer satisfaction.
Requirements
- 5+ years of experience in IT support or help desk leadership roles.
- Strong technical foundation in Windows Server, Active Directory, networking, and cloud platforms (Azure/AWS).
- Hands‑on experience with ServiceNow and ITIL framework implementation.
- Excellent communication, problem‑solving, and team‑building skills.
- Ability to thrive in a fast‑paced, evolving technology environment.
Skills
windows serveractive directoryservicenowitil