Global IT Support Team Lead APAC Onsite

First Advantage

Occidental (CA)

On-site

USD 90,000 - 130,000

Full time

9 days ago

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Job summary

First Advantage is seeking a Team Leader to drive the effective execution and continuous improvement of Global IT Support operations in the United States. You will oversee onsite and remote teams, ensure high-quality service, monitor SLA targets, and coordinate with global IT groups to deliver reliable local support.

You will manage shift rosters, update SOPs, conduct interviews, and implement service improvements.

Qualifications

2+ years as a Team Lead in IT Operations, Windows environment.
Strong knowledge of ITIL processes; ITIL V4 certification is advantageous.
Experience in systems architecture and integration (hardware, network).
Telephony experience (Cisco VoIP preferred).
Proficiency with Microsoft Office 2013+ and Outlook 2013+.
Knowledge of TCP/IP networking (DNS, SMTP, DHCP).
Experience supporting Outlook in an Exchange environment.
Experience supporting a variety of Wi-Fi devices and remote users.
Experience with thin clients, Citrix, terminal servers.
Hands-on PowerShell scripting and runbook automation.

Responsibilities

Coordinate with Global IT Support team members to ensure quality customer service.
Manage daily/weekly/monthly reports and track metrics (SLA, CSAT, escalations).
Handle escalations and implement corrective actions.
Review/update SOPs and participate in interviews for IT roles.
Observe team operations and implement process improvements.
Coordinate with vendors and learn other internal departments' needs.