Senior Lead Engineer - IT Support

Job Profile Align IT support operations and Service Level Agreements (SLAs) with organizational goals, continuously measuring performance to elevate end-user satisfaction. Identify automation opportunities, service catalog enhancements, and workflow improvements within the IT Service Management (ITSM) ecosystem. Evaluate new support technologies and proactively identify obsolete/end-of-support operating systems and hardware; plan and execute upgrades or replacements in advance to minimize operational and compliance risks. Supervise support queues and major incident escalations; analyze recurring issues, perform root-cause analysis (RCA), and implement permanent corrective solutions to prevent recurrence. Enforce endpoint security policies, patch management, access controls, zero-trust protocols, and ensure compliance with internal IT audits and data protection guidelines. Lead, coach, and evaluate Helpdesk Engineers and L1/L2 Support Technicians; foster a culture of technical excellence and customer-centric service. Oversee the IT asset lifecycle and vendor performance; identify underperforming vendors, escalate through appropriate vendor management levels, and drive corrective actions to achieve the Bank’s expected service levels and contractual SLAs Applicant’s Profile Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, or a related discipline. Minimum 5 –7 years of hands-on technical support experience in an enterprise environment, with at least 2–3 years in a supervisory, team lead, or Assistant Manager capacity. ITIL v3 or v4 Foundation Certification. Microsoft Certified: Enterprise Administrator / Endpoint Administrator, or equivalent industry certifications (e.g., CompTIA Network+/Security+). Extensive hands-on experience with cloud identity platforms (Azure AD/Entra ID), M365 suite, and endpoint management tools (e.g., Microsoft Intune, Jamf, SCCM). Comprehensive understanding of enterprise operating systems (Windows, macOS, Linux), Active Directory/Microsoft Entra ID, Group Policy/Intune, and Office 365/Google Workspace administration. PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS