Tech Support Leader

Job Description

This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.

Job Description - Grade Specific

General Responsibilities / Accountabilities:

• Own end‑to‑end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence. 
• Lead Major Incident (P1/P2) management, including coordination, communication, decision‑making, and Root Cause Analysis (RCA). 
• Act as Service Owner for the IT Support operating model (on‑site, remote, WFH, on‑call), ensuring effectiveness and scalability. 
• Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback. 
• Provide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development. 
• Ensure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance. 
• Serve as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams. 
• Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact. 
• Enlish: Advanced