IT Support Lead (US Client Operations)

GKS Infotech Pvt Ltd; Kerala; Vor Ort; INR 600.000 - 800.000; Vollzeit

Zusammenfassung

GKS Infotech Pvt Ltd in India is seeking a proactive IT Support Lead with 2-3 years of experience to manage end-to-end IT support operations for our US-based client.

You will serve as the primary technical point of contact, oversee service delivery and ticket resolution, and lead regular review meetings with client stakeholders.

The role requires strong English, familiarity with Windows/macOS, M365/Google Workspace, and ticketing tools, plus willingness to work night shifts.

Qualifikationen

• 2-3 years of hands-on IT support or sysadmin experience.
• Experience supporting US or international clients.
• Willingness and commitment to work fixed night shifts aligned with US time zones.
• Exceptional spoken and written English communication skills with comfort leading client calls.
• Strong troubleshooting skills across Windows/macOS, M365/Google Workspace, networking basics (DNS, DHCP, VPNs), and ticketing systems (e.g., Jira, ServiceNow, Freshservice).

Aufgaben

• Oversee day-to-day IT support plus system administration and user access management.
• Lead weekly operational review meetings with US client management and present performance metrics.
• Act as primary escalation point for critical IT incidents, ensuring rapid troubleshooting and RCA.
• Manage user provisioning, cloud tools (M365, Google Workspace, Azure AD/Entra ID), remote access, and IT assets.
• Track KPIs (SLA, MTTR, ticket volume), maintain SOPs, and deliver weekly IT performance summaries.

Kenntnisse

IT support

Client communication

Troubleshooting

US client support

Night shift

Tools

Jira

ServiceNow

Freshservice

Microsoft 365

Google Workspace

Azure AD/Entra ID

Jobbeschreibung

Operating Systems & Endpoint Management Cloud & Identity Platforms ITSM & Ticketing Tools Networking Fundamentals: Basic Security & Compliance Stakeholder Communication Meeting Facilitation & Presentation Incident & Escalation Management US Shift Readiness

About this role

We are looking for a proactive, client-facing IT Support Lead with 2-3 years of experience to manage end-to-end IT support operations for our US-based client. In this role, you will serve as the primary technical point of contact, oversee service delivery and ticket resolution, and lead regular review meetings directly with client stakeholders.

Responsibilities

• End-to-End IT Operations: Oversee day-to-day IT support, system administration, user access management, and hardware/software troubleshooting across the client environment.
• Client Engagement & Meetings: Conduct and lead weekly operational review meetings with US client management, presenting performance metrics, ongoing ticket status, and process improvements.
• Incident & Escalation Management: Act as the primary escalation point for critical IT incidents, ensuring rapid troubleshooting, RCA (Root Cause Analysis), and adherence to SLAs.
• Infrastructure & Tool Administration: Manage user provisioning, cloud tools (e.g., Microsoft 365, Google Workspace, Azure AD/Entra ID), remote access solutions, and IT assets.
• Reporting & Documentation: Track KPIs (SLA compliance, MTTR, ticket volume), maintain standard operating procedures (SOPs), and deliver weekly IT performance summaries.

Requirements

• 2-3 years of hands-on experience in IT support, technical helpdesk operations, or sysadmin roles.
• Prior experience directly supporting US or international clients.
• Willingness and commitment to work fixed night shifts aligned with US time zones.
• Exceptional spoken and written English communication skills with comfort leading client calls.
• Strong troubleshooting skills across Windows/macOS, M365/Google Workspace, networking basics (DNS, DHCP, VPNs), and ticketing systems (e.g., Jira, ServiceNow, Freshservice).
• Relevant IT certifications (CompTIA Network+/Security+, Microsoft Certified Fundamentals, or ITIL) are a strong plus.