IT Helpdesk Supervisor & Level 2 Support Lead

Recruit AI; Islamabad; On-site; PKR 2,000,000 - 3,000,000; Full time

Job summary

Protaxhelp Pvt Ltd in Islamabad is seeking a Helpdesk Supervisor / Level 2 IT Support Engineer with a strong leadership background to guide a team of five IT professionals and maintain high service levels across international environments.

The role emphasizes Microsoft 365 administration, endpoint management, proactive incident handling, and ITIL-aligned processes to deliver reliable user support and secure network operations.

Qualifications

• Minimum 10 years in IT with leadership experience.
• Strong background supervising a technical team.
• Experience with ITIL incident, change and problem management.

Responsibilities

• Lead, supervise, and mentor a five IT support team.
• Oversee incident management and SLA adherence.
• Manage ticketing and remote support workflows.
• Perform advanced network troubleshooting and security checks.
• Administer Microsoft 365 and endpoints to ensure security.
• Develop SOPs and coordinate with vendors for hardware/software issues.
• Apply ISO 27001–aligned controls and ITIL practices.

Skills

Team leadership

ITIL knowledge

Microsoft 365 administration

Network troubleshooting

Incident management

Tools

Microsoft Intune

Group Policy

Windows Server

Remote Desktop Services

RMM platforms

Job description

Protaxhelp Pvt Ltd in Islamabad is seeking a Helpdesk Supervisor / Level 2 IT Support Engineer with a strong leadership background to guide a team of five IT professionals and maintain high service levels across international environments.

The role emphasizes Microsoft 365 administration, endpoint management, proactive incident handling, and ITIL-aligned processes to deliver reliable user support and secure network operations.