IT Support Team Leader

Power International Holding; Caracas; Presencial; VES 23.729.000 - 35.593.000; Jornada completa

Descripción de la vacante

Power International Holding is seeking an IT Support Team Leader to oversee a Digital Workspace support function. You will lead a team of IT support technicians, drive service improvements, and ensure high standards across workplace technology, governance, and automation initiatives.

The role requires a Bachelor’s degree in IT, 5+ years in IT support, and strong skills in Microsoft 365, Intune, and Azure AD.

Formación

• Bachelor's degree in information technology or a related field.
• 5+ years of experience in end-user computing, digital workspace, or IT support.
• Proven experience leading a support team.
• Strong knowledge of Microsoft 365, Intune, Azure AD, and endpoint tools.
• Understanding of ITIL processes and SLA governance.
• Strong stakeholder management and communication skills.
• Ability to analyze performance data and drive service improvements.

Responsabilidades

• Lead, coach, and manage IT support technicians to ensure efficient service operations.
• Allocate workloads, monitor performance, and ensure SLA compliance.
• Build a customer-focused, high-performing support culture.
• Oversee support for collaboration platforms, endpoint devices, and productivity tools.
• Ensure reliable daily operations for Microsoft 365, Teams, SharePoint, and OneDrive.
• Resolve escalated incidents and complex technical issues.
• Enforce hardware, software, and asset compliance standards.
• Ensure adherence to governance frameworks and audit requirements.
• Identify automation opportunities and implement self-service workflows.
• Monitor employee technology experience and recommend improvements.
• Oversee device lifecycle management, including deployment and refresh.
• Produce reports and dashboards on SLA performance and service quality.
• Collaborate with IT security, HR, and procurement teams on workplace initiatives.

Conocimientos

Team leadership

SLA governance

Data analysis

Stakeholder mgmt

Microsoft 365

Intune

Azure AD

Endpoint tools

Educación

Bachelor's degree in IT

Herramientas

Intune

Azure AD

SharePoint

OneDrive

Office 365 Admin

Descripción del empleo

We are seeking an IT Support Team Leader to manage our Digital Workspace support function. This role is responsible for leading a team of IT support technicians, ensuring high service standards, and driving continuous improvement across workplace technology, compliance, and automation initiatives.

Responsibilities

• Lead, coach, and manage IT support technicians to ensure efficient service operations
• Allocate workloads, monitor performance, and ensure SLA compliance
• Build a customer-focused, high-performing support culture
• Oversee support for collaboration platforms, endpoint devices, and productivity tools
• Ensure reliable daily operations for Microsoft 365, Teams, SharePoint, and OneDrive
• Resolve escalated incidents and complex technical issues
• Enforce hardware, software, and asset compliance standards
• Ensure adherence to governance frameworks and audit requirements
• Identify automation opportunities and implement self-service workflows
• Monitor employee technology experience and recommend improvements
• Oversee device lifecycle management, including deployment and refresh
• Produce reports and dashboards on SLA performance and service quality
• Collaborate with IT security, HR, and procurement teams on workplace initiatives

Requirements

• Bachelor's degree in information technology or a related field
• 5+ years of experience in end-user computing, digital workspace, or IT support
• Proven experience leading a support team
• Strong knowledge of Microsoft 365, Intune, Azure AD, and endpoint tools
• Understanding of ITIL processes and SLA governance
• Strong stakeholder management and communication skills
• Ability to analyze performance data and drive service improvements