Regional IT Lead

Overview

In this role, you lead regional IT service delivery to protect ticket queues, ensure quality and timely support, and coach a local team. You act as the first escalation point and standard-bearer for documentation, aligning operations with SLAs and end-user satisfaction. You coordinate incident responses during outages and drive continuous improvement through governance and knowledge sharing. You’ll work closely with global IT teams to scale service delivery while maintaining a trusted, high-performance IT function. This opportunity suits you if you want to shape IT support at scale in a fast-growing, AI-focused company.

Pay / Benefits

• competitive compensation
• benefits
• meaningful career growth opportunities
• collaborative, high-trust culture
• bias toward action and continuous improvement

Responsibilities

• Monitor and manage the regional support queue to prevent backlog
• Ensure fair ticket distribution and real-time reprioritization based on urgency and SLA risk
• Lead regional incident response and coordinate communications
• Audit ticket docs and ensure Knowledge Base articles for recurring issues
• Coach onboarding, training, and ongoing development for analysts
• Provide high-visibility, discreet support for VIP/executive requests
• Promote collaborative, inclusive team culture and knowledge sharing
• Track First Contact Resolution and report trends to IT leadership

Key requirements

• 5+ years in IT support or end-user services
• Strong troubleshooting across hardware, software, and connectivity
• Ability to make rapid, sound decisions under pressure
• High emotional intelligence with coaching experience
• Excellent communication skills across all organizational levels
• Experience with ITSM frameworks and SLA management

• emotional intelligence
• effective coaching
• clear communication
• ITSM frameworks
• SLA management
• incident management

Full job description from WhatJobs. Apply for this role →