IT Support Team Lead Full Time

Job Overview

A digital transformation and IT consulting organization delivering technology-driven business solutions. It specializes in enterprise software, eCommerce platforms, AI-enabled solutions, procurement systems, and application development services. The organization helps businesses modernize operations, automate processes, and accelerate digital growth through innovative IT solutions.

Roles & Responsibilities

• Lead and manage end-to-end night shift support operations for ERP, web, and data systems aligned with US business hours.
• Act as the escalation point for critical (P1/P2) incidents, ensuring timely resolution and clear client communication.
• Monitor SLAs, ticket queues, and team performance to maintain operational efficiency.
• Provide hands-on support for complex issues, including Microsoft Dynamics 365 Business Central and web platforms.
• Ensure smooth shift handovers and continuity of operations.
• Participate in client interactions, reviews, and performance discussions.
• Maintain documentation, SOPs, and knowledge bases.
• Train and mentor team members to build multi-skilled support capabilities.
• Collaborate with development and infrastructure teams for escalations.
• Drive continuous improvement in support processes and tools.

Must-Have Skills & Experience

• Bachelor s degree in Engineering, Computer Science, IT, or related field.
• 5+ years of experience in managing end-to-end night shift ERP support operations, preferably for US clients.
• Strong hands-on experience with Microsoft Dynamics 365 Business Central.
• Good understanding of B2B eCommerce platforms and web support environments.
• Experience in SLA-driven support environments, ticketing systems, and incident management.
• Proven experience in managing support teams in high-pressure operations.
• Strong client communication and stakeholder management skills.
• Ability to handle escalations and make quick, effective operational decisions.