IT Team Lead (Senior L2/L3 Engineer)

We are seeking an experienced and technically skilled IT Team Lead (Senior L2/L3 Engineer) to provide hands-on technical support and lead IT operations.

The successful candidate will initially focus on delivering advanced L2/L3 technical support, troubleshooting complex IT issues, and ensuring the smooth operation of IT infrastructure and end-user services.

Over time, this role will evolve into the overall IT Support Team Lead , taking responsibility for the wider IT support function, including the Service Desk, technical support teams, service delivery, and operational performance.

Key Responsibilities

Technical Support Infrastructure Management

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Provide advanced L2/L3 technical support for complex hardware, software, network, and infrastructure issues.

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Troubleshoot and resolve escalated incidents from L1 and L2 support teams.

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Support and administer Microsoft 365, Active Directory, Azure/Entra ID, Windows environments, and enterprise IT applications.

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Manage IT infrastructure performance, system availability, and technical escalations.

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Ensure timely resolution of incidents and service requests in line with agreed SLAs.

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Identify recurring technical issues and implement permanent solutions.

Team Leadership Service Desk Management

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Act as the senior technical escalation point for the IT support team.

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Gradually assume overall leadership of IT support operations, including the Service Desk.

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Provide technical guidance, mentoring, and coaching to L1 and L2 engineers.

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Coordinate daily support activities, resource allocation, and incident prioritisation.

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Monitor team performance, ticket resolution times, and service quality.

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Establish and maintain IT support procedures, knowledge articles, and operational documentation.

IT Service Delivery Continuous Improvement

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Oversee incident, problem, change, and request management processes following ITIL best practices.

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Ensure service delivery meets agreed business requirements and performance standards.

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Identify opportunities to improve operational efficiency through automation and process optimisation.

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Collaborate with infrastructure, cybersecurity, application, and business teams.

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Support IT projects, infrastructure upgrades, system migrations, and technology implementations.

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Provide regular updates and performance reports to IT management and key stakeholders.

Required Skills Experience

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5–8+ years of experience in IT infrastructure, desktop support, or enterprise technical support, including significant L2/L3 responsibilities.

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Previous experience as a Senior IT Support Engineer, Technical Lead, or IT Team Lead.

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Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, Azure/Entra ID, networking, and end-user computing.

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Experience managing incidents, escalations, and technical service delivery.

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Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms.

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Good understanding of ITIL processes, including incident, problem, and change management.

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Strong communication, stakeholder management, and organisational skills.

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Ability to combine hands-on technical responsibilities with team leadership.

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Experience mentoring junior engineers and driving continuous improvement.

Desirable Qualifications

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ITIL Foundation certification.

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Microsoft certifications (Azure, Microsoft 365, or Windows Server).

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Experience working in multinational or regulated enterprise environments.

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Previous experience managing or overseeing an IT Service Desk.

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Exposure to IT security, compliance, and infrastructure governance.

Ideal Candidate Profile

The ideal candidate will be a hands-on Senior L2/L3 Engineer with strong leadership potential , capable of resolving complex technical issues while progressively taking ownership of the complete IT support function.

They should be proactive, technically confident, customer-focused, and comfortable working with senior stakeholders.