Job SummaryOur IT Shared Services Sector is seeking an experienced and customer-focused IT Team Lead to join our support organization.
Reporting to the Sr. Manager, IT Service Delivery, the IT Lifecycle Team Lead is responsible for leading and mentoring a team of IT Support Analysts while providing advanced technical support and operational oversight. This role combines hands-on technical expertise with people leadership, ensuring exceptional service delivery, process consistency, and continuous improvement across the Service Desk environment.
The successful candidate will bring strong technical knowledge, a passion for developing people, and the ability to drive service excellence in a geographically dispersed support environment.
Responsibilities & QualificationsSuccess ProfileThe ideal candidate is a hands-on team lead with a strong ownership mindset, disciplined follow-through, and the ability to drive operational work to completion without constant direction. This person is comfortable leading a small team, setting daily priorities, holding people accountable, and escalating clearly when decisions or support are needed.
This role requires someone who can manage both the work and the communication around the work. The successful candidate will proactively identify risks, summarize status for leadership, remove blockers, and ensure lifecycle activities continue moving forward across support teams, vendors, and business stakeholders.
Key success behaviours include:
- Strong bias toward action and practical problem-solving.
- Proven ability to drive completion of operational tasks across multiple stakeholders.
- High attention to detail in asset tracking, lifecycle status, and CMDB accuracy.
- Comfortable managing up through clear status reporting, risk identification, and recommended next steps.
- Able to lead up to three Lifecycle Support Analysts through prioritization, coaching, workload management, and quality review.
- Persistent, organized, and comfortable holding others accountable in a professional manner.
- Calm under pressure and effective in ambiguous or fast-moving environments.
Within the first six months, the successful candidate will have established clear lifecycle reporting, improved visibility into aged assets, reduced the backlog of overdue refresh or recovery actions, improved CMDB accuracy, and built a reliable operating rhythm for the lifecycle support team.
Key Responsibilities: - Lead, coach, and mentor a team of Life Cycle Support Analysts, fostering a collaborative and high-performing support culture.
- Provide day-to-day guidance, workload management, and escalation support to ensure timely resolution of incidents and service requests.
- Serve as the primary escalation point for complex technical issues that require advanced troubleshooting and coordination across IT teams.
- Ensure adherence to IT service management processes, standards, and best practices.
- Oversee multinational wide IT asset inventory and ensure accurate tracking of hardware and equipment, deployment and recovery of assets with commitment to CMDB accuracy
- Coordinate hardware procurement, stock management, and replacement activities (break fix and lifecycle), including budgeting and forecasting
- Assist with vendor coordination, support engagements, and integrations
- Collaborate with Infrastructure, Security, Service Delivery, Applications support, and other IT teams to resolve cross-functional issues.
- Act as an on-site support resource, assisting users with hardware setup and providing smart hands support to local production staff.
- Maintain and publish lifecycle operational reporting, including asset age, refresh backlog, recovery progress, disposal status, CMDB accuracy, and risks requiring leadership attention.
- Manage lifecycle exceptions by documenting business justification, approval status, risk, target retirement date, and required follow-up actions.
Qualifications - Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or equivalent experience
- Minimum 7 years of progressive IT support experience in a structured Service Desk or Help Desk environment supporting medium-to-large organizations.
- Minimum 2 years of experience leading, supervising, or formally coordinating technical support or lifecycle teams, including task assignment, coaching, escalation management, and delivery accountability.
- Strong verbal and written communication skills with the ability to effectively communicate with both technical and non-technical stakeholders.
- Demonstrated ability to prioritize work, manage competing demands, and lead teams in a fast-paced environment.
- Strong problem-solving skills, customer service mindset, and commitment to service excellence.
- Experience working in a large multi-disciplinary engineering environment is a major plus.
Technical Qualifications - Advanced knowledge of Windows troubleshooting and endpoint support.
- Experience with the Microsoft 365
- Experience with automated software delivery and batch deployments.
- Experience with ticketing systems ITIL and CMDB hygiene
- Experience purchasing and negotiation in CRM/ERP environments
- Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.
- Experience with supporting design software such as AutoCAD, BIM, Bentley products is a major plus.
Additional Information - Monday to Friday, 8:00 AM - 5:00 PM.
- Hybrid work arrangement with a minimum of 3 days per week in the office.
