IT Lifecycle Team Lead

Responsibilities

• Lead, coach, and mentor a team of Life Cycle Support Analysts, fostering a collaborative and high-performing support culture.
• Provide day-to-day guidance, workload management, and escalation support to ensure timely resolution of incidents and service requests.
• Serve as the primary escalation point for complex technical issues that require advanced troubleshooting and coordination across IT teams.
• Ensure adherence to IT service management processes, standards, and best practices.
• Oversee multinational wide IT asset inventory and ensure accurate tracking of hardware and equipment, deployment and recovery of assets with commitment to CMDB accuracy.
• Coordinate hardware procurement, stock management, and replacement activities (break fix and lifecycle), including budgeting and forecasting.
• Affiliate with vendor coordination, support engagements, and integrations.
• Collaborate with Infrastructure, Security, Service Delivery, Applications support, and other IT teams to resolve cross-functional issues.
• Maintain and publish lifecycle operational reporting, including asset age, refresh backlog, recovery progress, disposal status, CMDB accuracy, and risks requiring leadership attention.
• Manage lifecycle exceptions by documenting business justification, approval status, risk, target retirement date, and required follow-up actions.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or equivalent experience.
• Minimum 7 years of progressive IT support experience in a structured Service Desk or Help Desk environment supporting medium-to-large organizations.
• Minimum 2 years of experience leading, supervising, or formally coordinating technical support or lifecycle teams, including task assignment, coaching, escalation management, and delivery accountability.
• Strong verbal and written communication skills with the ability to effectively communicate with both technical and non-technical stakeholders.
• Demonstrated ability to prioritize work, manage competing demands, and lead teams in a fast-paced environment.
• Strong problem-solving skills, customer service mindset, and commitment to service excellence.
• Experience working in a large multi-disciplinary engineering environment is a major plus.
• Advanced knowledge of Windows troubleshooting and endpoint support.
• Experience with the Microsoft 365.
• Experience with automated software delivery and batch deployments.
• Experience with ticketing systems ITIL and CMDB hygiene.
• Experience purchasing and negotiation in CRM/ERP environments.
• Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.
• Experience with supporting design software such as AutoCAD, BIM, Bentley products is a major plus.