Team Lead IT Support

The Team Lead IT Support role at First Advantage oversees Global IT Support operations with a focus on quality customer service, SLA and incident resolution performance, and ongoing process improvement. Based onsite in Occidental, CA, this position also provides end-to-end ownership of onsite IT support for the APAC region, serving as the primary point of contact for local IT needs.

Key Responsibilities

• Lead and drive effective execution and continuous improvement across Global IT Support operations while maintaining professionalism throughout team activities.
• Ensure the support team delivers high-quality customer service, meets incident resolution targets, and adheres to defined service level agreements (SLAs).
• Monitor and guide team members so that customer inquiries and issues are addressed promptly and efficiently.
• Coordinate daily ticket-based customer support activities and help sustain a strong customer service culture within the team.
• For APAC, provide end-to-end ownership of onsite IT support functions and act as the primary onsite point of contact for IT needs across APAC locations.
• Oversee location-specific technical support, including troubleshooting and resolving IT hardware issues, supporting servers, printers, and other infrastructure.
• Maintain operational continuity by coordinating with global teams while ensuring seamless delivery of local support services.
• Manage daily, weekly, and monthly reporting, tracking metrics such as ticket volume, SLA performance, compliance, backlog, CSAT, escalation rate, and incident trends.
• Handle escalations and drive corrective actions to address root causes.
• Manage shift roster planning and execution.
• Review and update SOPs on a timely basis.
• Conduct interviews for IT and Sr. IT support specialist roles.
• Observe support operations to assess effectiveness and implement updated techniques when existing methods are not effective.
• Coordinate with vendors as needed.
• Learn, follow, and enhance Support team policies and procedures.
• Become familiar with internal departments, their systems, applications, and service requirements.
• Review and test new applications, printers, and software, and provide feedback for adoption decisions.
• Identify technical challenges affecting the team and arrange timely trainings.
• Propose Service Improvement Plans and support implementation.
• Maintain clear communication with end users and members of the technology department.

Requirements

• 2+ years of experience as a Team Lead with specialization in systems administration and IT Operations in a Windows environment.
• Strong knowledge of ITIL processes.
• ITIL V4 certification is a strong added advantage.
• Systems architecture and integration experience preferred, including hardware and network configuration.
• Telephony experience, with Cisco VoIP preferred.
• Microsoft Office 2013 and above.
• Outlook 2013 and above.
• Knowledge of TCP/IP networking and related services such as DNS, SMTP, and DHCP.
• Previous experience supporting in a corporate environment.
• Experience supporting Outlook in a Microsoft Exchange environment.
• Experience supporting a variety of Wi-Fi enabled devices.
• Experience supporting remote users.
• Basic knowledge of thin client systems, network printers, Citrix, and terminal servers.
• Hands-on experience with scripting languages such as PowerShell, including runbook automation and integration for streamlined IT operations.
• Excellent communication skills.
• Experience working in a global setup with a tightly integrated team.
• Ability to clearly explain technical concepts to non-technical audiences.
• Ability to recognize, analyze, and solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment.

Technologies

• ITIL, ITIL V4
• Windows
• Cisco VoIP
• Microsoft Office 2013
• Microsoft Office
• Outlook 2013
• TCP/IP
• DNS, SMTP, DHCP
• Microsoft Exchange
• Wi-Fi
• Thin client systems
• Network printers
• Citrix
• Terminal servers
• PowerShell
• Runbook automation