Information Technology Lead

Techruiters is seeking an experienced Information Technology Lead for a client based in Karachi. This on-site role is located in DHA Phase 6, with working hours from 6 PM to 3 AM. The position requires a candidate with over five years of IT support experience and fluency in English. The IT Lead will manage a three-person Level 1 support team, overseeing the ticket queue and ensuring operational discipline through published SLAs, thorough documentation, and proper escalation processes. This role focuses on providing strong leadership to an existing team rather than replacing it.

Key Responsibilities

- Oversee the daily ticket queue by triaging, assigning, tracking SLAs, and personally handling complex issues.
- Manage, schedule, coach, and perform quality checks on the Level 1 support team to cover US clinic hours effectively.
- Enforce strict documentation standards, ensuring every ticket clearly outlines symptoms, actions taken, resolutions, and root causes where applicable.
- Escalate issues appropriately to the Lead Architect for application or integration problems, Cloud & SaaS Engineer for platform or identity concerns, or Director for vendor and priority matters.
- Coordinate daily activities with external managed IT vendors as directed by the Director.
- Handle onboarding processes for new team members.

Required Qualifications

- Minimum of 5 years’ experience in IT support, including network administration and firewall management.
- At least 1 to 2 years of experience leading or supervising a support team.
- Proficiency in Endpoint Detection and Response (EDR) management.
- Proven ability to manage SLA-driven ticket queues with measurable metrics, and the ability to discuss these in detail.
- Strong written communication skills, with candidates expected to provide a sample ticket write-up during the assessment.
- Experience supporting US-based users from an offshore location or managing cross-timezone support operations.

Preferred Qualifications

- Experience supporting multiple healthcare or clinic sites.
- Familiarity with Microsoft 365 and endpoint management tools.
- Experience implementing or migrating ticketing systems.

The role involves providing end-user support across approximately 14 clinic sites and corporate staff located in two US states. Responsibilities include managing devices, user accounts, printers, peripherals, clinic connectivity, and first-line application support, covering the entire ticket lifecycle and associated management systems.

The position offers a starting salary of Rs. 190,000 per month and requires full-time, in-person attendance at the Karachi office. This opportunity is ideal for a proactive IT professional looking to lead a support team while improving operational standards and service delivery in a dynamic healthcare environment.