Helpdesk Supervisor — Level 2 IT Support Lead

Recruit AI; Islamabad; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Protaxhelp Pvt Ltd in Islamabad seeks a Helpdesk Supervisor / Level 2 IT Support Engineer to lead a team of five IT professionals and ensure high-quality incident handling across international and US-based environments. The ideal candidate has at least 10 years in IT, strong Microsoft 365 administration, endpoint management, network troubleshooting, and ITIL-aligned service management.

The role focuses on security controls like ISO 27001 and hands-on support with Intune, Group Policy, Windows

Qualifications

• At least 10 years in IT with senior leadership experience
• Experience supervising a team of IT support professionals
• Strong background in incident, problem and change management
• ITIL-aligned service management and ISO 27001 knowledge

Responsibilities

• Lead, supervise, and mentor a five-person IT support team
• Oversee incident management and ensure SLAs are met
• Manage ticketing and remote support workflows
• Troubleshoot advanced network issues including VPNs
• Administer MS 365 environments including Entra ID and Intune
• Develop and maintain SOPs for IT service delivery
• Coordinate with vendors for procurement and support contracts
• Guide adherence to ITIL practices and information security standards
• Support firewall, switches, and wireless infrastructure
• Ensure user access management aligns with ISO 27001

Skills

Leadership

Incident management

Network troubleshooting

ITIL practices

Team mentoring

Tools

Microsoft Intune

Group Policy

Windows Server

Remote Desktop Services

Ticketing software

Job description

Protaxhelp Pvt Ltd in Islamabad seeks a Helpdesk Supervisor / Level 2 IT Support Engineer to lead a team of five IT professionals and ensure high-quality incident handling across international and US-based environments. The ideal candidate has at least 10 years in IT, strong Microsoft 365 administration, endpoint management, network troubleshooting, and ITIL-aligned service management.

The role focuses on security controls like ISO 27001 and hands-on support with Intune, Group Policy, Windows