Job Summary

The Virtual IT Point Lead / Manager is accountable for leading an offshore technical support team that delivers remote end-user support across laptops, desktops, mobile devices, virtual desktop environments, software, connectivity, and smart support hub services. The role combines people leadership, service operations, technical oversight, client engagement, and continuous improvement. The manager ensures SLA achievement, effective shift coverage, clear client communication, strong ticket governance, adoption of support services, and consistent delivery aligned with ITIL, security, and compliance requirements. Job Description : Job Summary\\\\r\\\\nThe Virtual IT Point Lead / Manager is accountable for leading an offshore technical support team that delivers remote end-user support across laptops, desktops, mobile devices, virtual desktop environments, software, connectivity, and smart support hub services. The role combines people leadership, service operations, technical oversight, client engagement, and continuous improvement. The manager ensures SLA achievement, effective shift coverage, clear client communication, strong ticket governance, adoption of support services, and consistent delivery aligned with ITIL, security, and compliance requirements.\\\\r\\\\nPrincipal Responsibilities: Team Leadership & Operations\\\\r\\\\n• Lead, coach, and develop the technician team, setting clear expectations for service quality, productivity, ownership, customer experience, and professional conduct.\\\\r\\\\n• Allocate work based on priority, workload, technician capability, business impact, and contractual commitments.\\\\r\\\\n• Manage multiple operational priorities simultaneously, including incidents, requests, escalations, staffing gaps, client meetings, reporting, and improvement initiatives.\\\\r\\\\n• Conduct regular team huddles, one-to-one discussions, performance reviews, quality checks, and technical knowledge-sharing sessions.\\\\r\\\\n• Build cross-training and succession coverage to reduce single points of dependency and maintain service continuity.\\\\r\\\\n• Promote a culture of accountability, collaboration, proactive communication, documentation, innovation, and continuous learning.\\\\r\\\\nSLA, Ticket & Service Management\\\\r\\\\n• Own day-to-day SLA and operational performance across incidents, service requests, escalations, and planned activities.\\\\r\\\\n• Monitor ticket queues, ageing, backlog, priority, response time, resolution time, reopen trends, and breach risks; intervene early to protect commitments.\\\\r\\\\n• Ensure accurate ticket classification, prioritization, documentation, routing, resolution notes, closure codes, and user communication.\\\\r\\\\n• Drive timely escalation to resolver groups, service owners, OEMs, field support, and client stakeholders when required.\\\\r\\\\n• Lead or support incident reviews, recurring issue reviews, root-cause analysis, corrective actions, and service improvement plans.\\\\r\\\\n• Maintain operational governance in line with Incident, Problem, Request, Change, Knowledge, and Major Incident Management practices.\\\\r\\\\nShift, Roster & Workforce Management\\\\r\\\\n• Create and maintain shift schedules and rosters that provide required coverage across business hours, off-hours, weekends, holidays, and peak-demand periods.\\\\r\\\\n• Plan staffing based on forecasted ticket volumes, service coverage, employee availability, skills, leave, training, and contingency requirements.\\\\r\\\\n• Manage shift handovers, attendance, leave coordination, backup coverage, schedule adherence, and emergency staffing adjustments.\\\\r\\\\n• Ensure each shift has appropriate technical leadership, escalation support, and balanced workload distribution.\\\\r\\\\n• Review capacity and utilization trends and recommend workforce, skill, or schedule changes where operational demand requires them.\\\\r\\\\nClient Communication & Service Governance\\\\r\\\\n• Act as the primary oper

Key Responsibilities

Principal Responsibilities: Team Leadership & Operations • Lead, coach, and develop the technician team, setting clear expectations for service quality, productivity, ownership, customer experience, and professional conduct. • Allocate work based on priority, workload, technician capability, business impact, and contractual commitments. • Manage multiple operational priorities simultaneously, including incidents, requests, escalations, staffing gaps, client meetings, reporting, and improvement initiatives. • Conduct regular team huddles, one-to-one discussions, performance reviews, quality checks, and technical knowledge-sharing sessions. • Build cross-training and succession coverage to reduce single points of dependency and maintain service continuity. • Promote a culture of accountability, collaboration, proactive communication, documentation, innovation, and continuous learning. SLA, Ticket & Service Management • Own day-to-day SLA and operational performance across incidents, service requests, escalations, and planned activities. • Monitor ticket queues, ageing, backlog, priority, response time, resolution time, reopen trends, and breach risks; intervene early to protect commitments. • Ensure accurate ticket classification, prioritization, documentation, routing, resolution notes, closure codes, and user communication. • Drive timely escalation to resolver groups, service owners, OEMs, field support, and client stakeholders when required. • Lead or support incident reviews, recurring issue reviews, root-cause analysis, corrective actions, and service improvement plans. • Maintain operational governance in line with Incident, Problem, Request, Change, Knowledge, and Major Incident Management practices.

Skill Requirements

Shift, Roster & Workforce Management • Create and maintain shift schedules and rosters that provide required coverage across business hours, off-hours, weekends, holidays, and peak-demand periods. • Plan staffing based on forecasted ticket volumes, service coverage, employee availability, skills, leave, training, and contingency requirements. • Manage shift handovers, attendance, leave coordination, backup coverage, schedule adherence, and emergency staffing adjustments. • Ensure each shift has appropriate technical leadership, escalation support, and balanced workload distribution. • Review capacity and utilization trends and recommend workforce, skill, or schedule changes where operational demand requires them. Client Communication & Service Governance • Act as the primary operational contact for assigned client stakeholders and represent the support team in service reviews, governance meetings, and escalations. • Provide clear, timely, and fact-based updates on incidents, risks, service performance, resource constraints, dependencies, and recovery actions. • Manage client expectations professionally, translate technical topics into business impact, and maintain trust during high-priority situations. • Prepare and present weekly and monthly service reviews covering SLA performance, ticket trends, recurring issues, adoption, risks, actions, and improvement opportunities. • Capture decisions and action items, assign accountable owners, establish target dates, and track actions through closure. • Partner with client and internal teams to understand business needs, identify service gaps, and align support delivery with operational priorities. Technical Leadership & Escalation Management • Provide technical direction and hands-on escalation support for complex hardware, software, operating system, network, remote access, VDI, BIOS, imaging, and device management issues. • Oversee remote-control support, including use of IP KVM and approved remote support tools, while ensuring secure and compliant access. • Guide troubleshooting across Microsoft Remote Desktop, Citrix, VMware Horizon, VPN, firewalls, bandwidth, Windows, macOS, mobile devices, and common business applications. • Coordinate complex issue resolution with infrastructure, network, security, application, workplace, field services, and OEM teams. • Validate technical quality through ticket reviews, troubleshooting standards, knowledge validation, and post-resolution checks. • Identify recurring technical risks and recommend preventive actions, automation, tooling improvements, upgrades, or process changes. Adoption, Knowledge & Continuous Improvement • Drive user and stakeholder adoption of Virtual IT Point and smart support hub capabilities through demonstrations, awareness sessions, operating guidance, and targeted communications. • Analyze service usage, adoption patterns, repeat contacts, user feedback, and support channel behavior to identify improvement opportunities. • Create and maintain knowledge articles, troubleshooting guides, standard operating procedures, shift handover templates, and user-facing instructions. • Encourage shift-left resolution, self-service usage, knowledge reuse, automation, and standardization to improve efficiency and user experience. • Define improvement actions with measurable outcomes and track benefits through operational reporting. • Coordinate pilots, testing, rollout readiness, and feedback for new tools, devices, processes, or service features. Data Analysis, Reporting & Presentation • Analyze operational data to identify trends, root causes, workload drivers, service risks, technician performance patterns, and improvement opportunities. • Build concise dashboards and management reports using ITSM data and productivity tools such as Microsoft Excel and PowerPoint. • Present insights, recommendations, and action plans to technical teams, service leadership, and client stakeholders in a clear, executive-ready format. • Use metrics

Other Requirements

Skills & Competencies • People leadership, coaching, delegation, conflict resolution, performance management, and team motivation. • Strong multitasking, prioritization, decision-making, and organizational capability in a fast-paced support environment. • Excellent spoken and written English, including client communication, executive updates, meeting facilitation, and presentation delivery. • Strong analytical thinking, data interpretation, problem-solving, root-cause analysis, and attention to detail. • Solid technical knowledge of desktop support, RDP, VDI, VPN, endpoint technologies, operating systems, networks, remote-support tools, IP KVM, and device management. • Working knowledge of Microsoft Intune, SCCM, JAMF, MDM tools, Microsoft Excel, and Microsoft PowerPoint. • Customer-focused mindset with the ability to balance service quality, operational risk, commercial commitments, and user experience. • Ability to work flexibly across shifts, off-hours, weekends, and critical service events when required. Success Measures • SLA achievement and reduction of avoidable breaches. • Healthy ticket backlog, ageing, quality, and escalation control. • Effective roster coverage, schedule adherence, and workload balance. • Improved first-contact resolution, knowledge reuse, and repeat-incident reduction. • Positive client feedback, clear governance, and timely closure of agreed actions. • Growth in service adoption and demonstrated delivery of continuous improvement outcomes. • Team capability development, cross-skilling, engagement, and readiness.