Regional IT Lead
Core
Regional IT Team Lead ensuring service delivery integrity, queue management, and incident response for IT support analysts.
Role type
Tactical IT Service Desk Team Lead
Builds
IT support operations and analyst capability
Domain
IT Operations / End-User Support
Deliverable
dashboards & analysis
Required skills
IT support troubleshooting, queue management, incident command, SLA management, team coaching, documentation auditing, executive support
Preferred skills
ITIL Foundations, shift lead experience, enterprise tooling (Okta, Google Workspace, Kandji, Microsoft Intune), global workforce support
Technologies
Okta, Google Workspace, Kandji, Microsoft Intune
Responsibilities
Monitor and manage unassigned support queues to prevent backlog; Lead regional response during outages and major incidents; Audit ticket documentation and knowledge base articles; Coach and mentor analysts on standards and tooling; Handle executive and politically sensitive support requests; Track and report on First Contact Resolution rates.
Seniority
Mid-Senior, hands-on IC with team leadership
