IT Team Lead (Senior L2/L3 Engineer)

Westbourne IT Global Services•Alameda, CA

About The Position

We are seeking an experienced, technically skilled IT Team Lead to provide hands-on technical support and lead IT operations. The role initially focuses on advanced L2/L3 technical support, resolving complex IT issues, and maintaining IT infrastructure and end-user services. Over time, the position will evolve into leadership of the wider IT support function, including the Service Desk, technical support teams, service delivery, and operational performance.

Requirements

5–8+ years of experience in IT infrastructure, desktop support, or enterprise technical support, including significant L2/L3 responsibilities.
Previous experience as a Senior IT Support Engineer, Technical Lead, or IT Team Lead.
Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, Azure/Entra ID, networking, and end-user computing.
Experience managing incidents, escalations, and technical service delivery.
Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms.
Good understanding of ITIL processes, including incident, problem, and change management.
Strong communication, stakeholder management, and organisational skills.
Ability to combine hands-on technical responsibilities with team leadership.
Experience mentoring junior engineers and driving continuous improvement.

Nice To Haves

ITIL Foundation certification.
Microsoft certifications in Azure, Microsoft 365, or Windows Server.
Experience working in multinational or regulated enterprise environments.
Previous experience managing or overseeing an IT Service Desk.
Exposure to IT security, compliance, and infrastructure governance.

Responsibilities

Provide advanced L2/L3 support for complex hardware, software, network, and infrastructure issues.
Troubleshoot and resolve incidents escalated from L1 and L2 support teams.
Support and administer Microsoft 365, Active Directory, Azure/Entra ID, Windows environments, and enterprise IT applications.
Manage IT infrastructure performance, system availability, and technical escalations.
Resolve incidents and service requests within agreed SLAs.
Identify recurring technical issues and implement permanent solutions.
Serve as the senior technical escalation point for the IT support team.
Progressively take leadership of IT support operations, including the Service Desk.
Provide technical guidance, mentoring, and coaching to L1 and L2 engineers.
Coordinate daily support activities, resource allocation, and incident prioritisation.
Monitor team performance, ticket resolution times, and service quality.
Establish and maintain IT support procedures, knowledge articles, and operational documentation.
Oversee incident, problem, change, and request management processes following ITIL best practices.
Ensure service delivery meets agreed business requirements and performance standards.
Identify opportunities to improve operational efficiency through automation and process optimisation.
Collaborate with infrastructure, cybersecurity, application, and business teams.
Support IT projects, infrastructure upgrades, system migrations, and technology implementations.
Provide regular updates and performance reports to IT management and key stakeholders.