Job Summary
The Virtual IT Point Team Lead is responsible for leading the offshore technical support team that provides remote assistance for end-user devices, virtual desktop environments, applications, and network connectivity. The role ensures effective shift operations, timely incident and request resolution, SLA achievement, customer satisfaction, and compliance with IT service management practices. The Team Lead provides technical guidance for complex issues, coordinates escalations with resolver groups and stakeholders, manages team performance and workload, and drives service improvement through trend analysis, knowledge management, automation, and proactive problem prevention.
Key Responsibilities
• Lead daily operations of the Virtual IT Point support team across assigned shifts and service coverage windows. • Allocate workload, monitor ticket queues, manage priorities, and ensure incidents and requests are resolved within agreed SLAs and OLAs. • Provide technical direction and hands-on support for complex issues involving laptops, desktops, mobile devices, remote access, VPN, VDI, Citrix, VMware Horizon, Microsoft Remote Desktop, operating systems, and business applications. • Guide the team on BIOS-level troubleshooting, device re-imaging, IMACD activities, user onboarding, account setup, and software or hardware provisioning. • Own major and high-priority escalations, coordinate with resolver groups, and provide concise and timely status updates to customers and stakeholders. • Review ticket quality, troubleshooting accuracy, documentation, categorization, and closure notes; coach team members on identified gaps. • Track service metrics including SLA compliance, backlog, ageing, first-contact resolution, reopen rate, productivity, and customer satisfaction. • Conduct daily operational reviews, shift handovers, team huddles, and periodic performance discussions. • Identify recurring incidents and service risks, support root-cause analysis, and coordinate preventive and corrective actions. • Maintain and improve knowledge articles, standard operating procedures, troubleshooting guides, and support documentation. • Drive continual service improvement through process standardization, automation opportunities, and operational efficiency initiatives. • Coordinate with Service Desk, Field Support, Network, Security, EUC, Application, Asset Management, and other cross-functional teams. • Ensure compliance with information security policies, audit requirements, access controls, software licensing, and asset-management processes. • Support resource planning, roster management, leave coverage, onboarding, training, skill development, and succession readiness. • Prepare operational reports and present service performance, risks, dependencies, and improvement plans to management and customers. • Participate in change, problem, incident, request, and major incident management activities in accordance with ITIL practices. Other responsibilities • Perform additional responsibilities assigned by management in alignment with organizational goals and operational requirements. Education & Certifications: • Bachelor’s degree or equivalent qualification in Computer Science, Information Technology, or a related discipline. • ITIL Foundation certification is preferred. • Relevant certifications in Microsoft, Citrix, VMware, endpoint management, or service management are advantageous. Experience • Minimum 7–9 years of experience in end-user computing, remote technical support, service desk, or a similar IT support function. • At least 2–3 years of experience leading or supervising a technical support team. • Experience managing ITSM ticket queues, SLA performance, escalations, shift operations, and customer communication. • Hands-on experience with ServiceNow or a comparable ITSM platform. • Demonstrated experience with remote-support tools, endpoint technologies, VDI platforms, IMACD lifecycle activities, and IT asset processes. • Proven ability to coach team members, manage customer expectations, and coordinate across geographically distributed support teams.
Skill Requirements
• Minimum 7–9 years of experience in end-user computing, remote technical support, service desk, or a similar IT support function. • At least 2–3 years of experience leading or supervising a technical support team. • Experience managing ITSM ticket queues, SLA performance, escalations, shift operations, and customer communication. • Hands-on experience with ServiceNow or a comparable ITSM platform. • Demonstrated experience with remote-support tools, endpoint technologies, VDI platforms, IMACD lifecycle activities, and IT asset processes. • Proven ability to coach team members, manage customer expectations, and coordinate across geographically distributed support teams.
Other Requirements
• Bachelor’s degree or equivalent qualification in Computer Science, Information Technology, or a related discipline. • ITIL Foundation certification is preferred. • Relevant certifications in Microsoft, Citrix, VMware, endpoint management, or service management are advantageous.