Team Lead IT Support

4 days ago

Islamabad, Islamabad, Pakistan F&J Consultants Full time 1,200,000 - 2,400,000 per year

Team Lead – IT Support (On-site | Islamabad)

We're seeking a highly motivated and experienced IT Support Team Lead to take full ownership of offshore IT support operations for our international client in the QSR and retail domains.

This is a hands-on leadership role focused on ensuring service excellence, meeting SLAs, and driving team performance.

 
Location:
 Islamabad

 
Job Type:
 On-site

 
Employment:
 Full-time or Contract

 
Experience:
 7+ years

Key Responsibilities

IT Support Leadership & Operations

  • Lead and manage the offshore IT Support team, ensuring smooth day-to-day operations and adherence to SLAs.

  • Act as the key escalation point for complex technical issues and critical incidents.

  • Ensure proactive monitoring, troubleshooting, and resolution of IT system issues to minimize downtime.

  • Develop and maintain SOPs, workflows, and documentation for consistent service delivery.

System Stability & Reliability

  • Oversee IT and digital systems (POS, kiosks, PSPs, etc.) to ensure consistent reliability across all store locations.

  • Maintain a detailed issue log and track development or enhancement requests with third-party vendors.

Helpdesk Management

  • Supervise and coordinate Level 1 and Level 2 support operations.

  • Ensure prompt and effective technical support through phone, chat, and remote tools.

  • Monitor response and resolution times to meet or exceed defined service levels.

Team Development & Performance

  • Conduct regular training sessions, performance reviews, and mentoring to enhance technical and customer service skills.

  • Set clear performance standards, provide feedback, and promote a culture of accountability and continuous improvement.

Vendor & Partner Coordination

  • Collaborate closely with external vendors and IT partners to ensure service continuity and quick escalation handling.

  • Manage vendor relationships to maintain optimal system performance and timely project delivery.

POS & Digital Platform Management

  • Manage POS and digital ordering systems (mobile apps, kiosks, etc.).

  • Implement and test menu updates, pricing changes, and promotional configurations in collaboration with internal or third-party teams.

Reporting & Continuous Improvement

  • Provide regular reports on IT performance, incident trends, and SLA compliance to senior management.

  • Recommend and implement process improvements for better efficiency and user experience.

Experience & Qualifications

  • 7–8 years of progressive IT support experience, including 2+ years in a leadership role.

  • Proven experience with Simphony / Oracle Micros setup, configuration, and upgrades.

  • Strong understanding of EMC (Enterprise Management Console) and related modules (Inventory, Menu Management, Reporting).

  • Skilled in managing 1st and 2nd level support operations and ensuring system uptime.

  • Excellent communication, leadership, and interpersonal skills; fluent in English.

  • Strong problem-solving mindset with flexibility to work nights and weekends as needed.

  • Prior experience in QSR, retail, or hospitality IT support is highly preferred.

What We Offer

  • Competitive salary with performance bonuses.

  • Communication and travel allowances.

  • A chance to lead a skilled IT support team serving a major international brand.

  • Career growth opportunities in a fast-paced, technology-driven environment.

 
Interested?

Send your resume and a brief cover letter highlighting your Simphony and IT support leadership experience to 

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