Technical Support Lead (Managed IT)

About the role

Techruiters is hiring an Information Technology / Technical Support Lead for a client in Karachi, based on-site in DHA 6. The role is a working manager who runs an existing three-person Level 1 team, owns the ticket queue and brings discipline to the function through published SLAs, clean ticket documentation and well-handled escalations. It suits someone who wants to lead rather than replace a functioning team. Work hours are 6pm to 3am.

Key responsibilities

• Run the daily ticket queue: triage, assignment, SLA tracking and personal handling of complex tickets
• Manage, schedule, coach and quality-check the Level 1 team across US clinic hours coverage
• Enforce documentation standards so every ticket has clear symptoms, steps taken, resolution and root cause where known
• Escalate cleanly to the Lead Architect (application/integration issues), Cloud & SaaS Engineer (platform/identity issues) or Director (vendor/priority issues)
• Coordinate day-to-day with external managed-IT vendors as directed by the Director
• Handle onboarding
• Provide end-user support for about 14 clinic sites plus corporate staff across two US states, covering devices, accounts, printers/peripherals, clinic connectivity and first-line application support

Required profile

• 5+ years in IT support (network administration, firewall)
• At least 1-2 years leading or supervising a support team
• Demonstrated SLA-driven queue management with metrics the candidate can describe
• Strong written documentation skills, including a sample ticket write-up during assessment
• Experience supporting US-based users from an offshore team, or equivalent cross-timezone support

Required skills

• EDR management
• Preferred: multi-site healthcare or clinic support experience
• Preferred: Microsoft 365 and endpoint management familiarity
• Preferred: experience setting up or migrating a ticketing system