Role Overview We are looking for an experienced IT Support Services Lead to manage a dynamic team of professionals responsible for delivering high-quality IT support across onsite and remote environments. This role will be accountable for ensuring the seamless operation of IT infrastructure, delivering customer-focused technical support, and coordinating with internal and external stakeholders to drive operational excellence. - Lead and manage a team of IT professionals across HelpDesk and Onsite Support functions. - Supervise the installation, configuration, and maintenance of servers, networks, operating systems, and databases. - Coordinate and ensure timely response to IT incidents, service requests, and escalations. - Guarantee high availability, security, and continuity of IT services. - Oversee procurement, deployment, and lifecycle management of hardware and software assets. - Establish and monitor KPIs and SLAs to ensure service excellence and client satisfaction. - Ensure compliance with cybersecurity standards and data protection policies. - Collaborate with clients and cross-functional teams to define priorities, schedule tasks, and implement improvements. - Implement and maintain IT best practices aligned with frameworks such as ITIL or PMP. - Drive adoption of cloud and hybrid solutions in coordination with enterprise architecture. Key Requirements Strong knowledge of IT infrastructure: networks, servers, storage, and virtualization. Experience with IT management tools (e.g., ITSM platforms, HelpDesk systems). Familiarity with cybersecurity and compliance regulations. Proficiency with cloud platforms such as AWS, Microsoft Azure, or Google Cloud. Strong leadership and people management skills. Excellent problem-solving and decision-making abilities. Effective communication with both technical and non-technical stakeholders. High adaptability to new technologies and working methodologies. Customer-oriented mindset and proactive attitude.