IT Support Team Leader

Power International Holding; Caracas; Presencial; VES 9.685.000 - 19.370.000; Jornada completa

Descripción de la vacante

Power International Holding is seeking an IT Support Team Leader to guide the Digital Workspace support function. You will lead a team of IT support technicians, ensuring high service standards and driving continuous improvement across workplace technology and automation initiatives.

You will own SLA governance, monitor performance, and collaborate with IT security, HR and procurement to keep daily operations reliable.

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

Stakeholder management

Communication

Data analysis

ITIL

Team leadership

Educación

Bachelor's degree in information technology

Herramientas

Microsoft 365

Intune

Azure AD

Endpoint tools

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