WHAT DOES AN IT TEAM LEAD DO?

Updated: Dec 09, 2025 - The Information Technology (IT) Team Lead drives team performance through coaching and clear goal alignment while fostering a collaborative and trustworthy environment. This role translates IT strategy into action, manages internal systems, and oversees vendor relationships. The team lead also partners across departments, anticipates tech trends, and secures stakeholder buy-in to shape the IT landscape.

A Review of Professional Skills and Functions for IT Team Lead

1. IT Team Lead Duties

  • Team Supervision: Provide day-to-day supervision and work quality assurance of IT team activities, including monitoring and management of service desk systems, incident and request assignment, resolution, documentation, and reporting to ensure that the team is meeting service-level agreements
  • End-User Support: Communications with end-users to provide support and troubleshooting for workstation, software, and service issues
  • Infrastructure Maintenance: Assist with monitoring and maintenance of the server, service, and network infrastructure
  • Employee Onboarding: Oversee new employee onboarding processes, provisioning of accounts, hardware, and software/services to end-users
  • Asset Management: Oversee hardware and software procurement and management
  • Team Facilitation: Facilitate regular team meetings
  • Internal Communication: Prepare communications/email to be circulated to individuals, departments, or company-wide
  • Cross-Department Collaboration: Collaboration with other departments and management to review and analyze hardware and software/service needs
  • Performance Management: Assist with objective-setting, performance monitoring, and coaching for team members

2. IT Team Lead Responsibilities

  • Customer Relations: Be responsible for working directly with customers and related Account Managers (AM), timely consulting for customers and AM throughout the recruitment process
  • Executive Recruitment: Directly participate in the recruitment process for senior positions for the parent company and external customers
  • Team Expansion: Participate in recruiting and expanding the Recruitment Consultant team to serve the company's business goals from time to time
  • Quality Management: Monitor and manage the member's working quality through recruitment indicators
  • Team Consulting: Acting as a professional consultant for team members, oriented in terms of work
  • Performance Reporting: Participating in periodic reports on the work quality of the Recruitment Consultant team
  • Staff Training: Participate in staff professional development training (orientation and during the entire working process)
  • Employer Branding: Actively participate in and contribute to improvements in the company's Employer Branding promotion process

3. IT Team Lead Job Summary

  • Team Leadership: Train, coach, and motivate the team to ensure a high level of commitment, high-quality work while building an environment of trust and great cooperation
  • Goal Alignment: Make sure the team is aligned at all times on what the team objectives are and how to achieve those
  • Industry Awareness: Keep up with trends in the constantly evolving information technology industry and proactively come up with ideas and initiatives on what and how to implement them
  • Cross-Department Collaboration: Work alongside other departments to achieve the company's goals and vision
  • Strategic Execution: Transform the IT strategy into a tactical roadmap and ensure its execution
  • Stakeholder Management: Align stakeholders, manage expectations, and get their buy-in around the team’s vision for the IT-Landscape
  • IT Administration: Oversee, manage, administer, and support internal IT
  • Vendor Management: Manage 3rd party service providers and negotiate contracts with vendors

4. IT Team Lead Accountabilities

  • Case Management: Take ownership of the support call/tickets until the case is closed
  • Project Management: Be responsible for the project schedule and deliverables
  • Project Implementation: Support project teams for project implementation, including estimation, sprint planning, requirements gathering, architecting, developing, testing, issue/risk management, change control, and delivery
  • Progress Reporting: Provide regular progress reports and status to the IS team lead, as well as managing risk and related queries
  • User Support: Involved in UAT, user training, pre-implementation preparation, and post-implementation support activities
  • Documentation Preparation: Produce all the necessary documents such as Functional Spec, Design Spec, UAT Test Case and etc.
  • Digital Strategy: Support the creation of an innovative Digital Transformation strategy and help deliver and implement an operational solution that is customer-centric
  • CRM Best Practices: Provide best practices on customer relationship management, allowing businesses to use cloud technology to better connect with customers, partners, and potential customers
  • Technical Guidance: Provide technical advice to the team to achieve their KPIs

5. IT Team Lead Job Description

  • IT Monitoring: 24/7 monitoring of the IT Environment and Support for running an ITIL-compliant global IT support operation
  • Issue Coordination: Coordinate resolution of Infrastructure issues by local staff and improve the knowledge and capabilities through skillset development and knowledge management
  • Escalation Management: Prioritize functional and hierarchical escalations from customers to ensure that they receive the highest level of service
  • KPI Compliance: Compliance with defined KPIs for support and service availability
  • Resource Management: Manage resources for providing adequate cover for support per shift
  • Issue Escalation: Escalate any resource/technical/coordination issues to the IT Manager
  • Performance Management: Conduct feedback meetings, PDRs, and monthly 1:1s with each analyst, using performance analytics to improve service support
  • Incident Resolution: Ensure timely and effective resolution of all customer incidents and requests
  • Global Support: Work with the Regional Infrastructure staff to provide global support and technical escalations
  • Service Coordination: Engage with global Infra service owners and delivery teams on a required basis to coordinate support activities
  • Event Management: Proactive handling of events and alerts under event management

6. IT Team Lead Details and Accountabilities

  • Operational Leadership: Leads the execution of tactical and strategic activities on a day-to-day basis, including technical support for individual tasks
  • Team Mentorship: Provides ongoing coaching/training/mentoring for team members
  • Project Support: Leads the execution of tactical and strategic activities, including support for IT Projects
  • Staff Coordination: Coordinates staffing coverage to accommodate call volume
  • Team Supervision: Provides direct supervision to a team comprised of technicians
  • Activity Management: Directs and coordinates all team activities under the guidance of the IT Support Manager
  • People Management: Performs people management activities, including career planning/support, training, interviewing, hiring, rewarding, and performance reviews
  • Process Improvement: Identifies, communicates, and implements changes to processes and procedures
  • Task Leadership: Leads employees to understand, prioritize, and complete assigned tasks/projects
  • Quality Assurance: Enforces quality standards for products and services
  • Team Collaboration: Creates a collaborative team that supports a diverse environment
  • Process Automation: Implements task automation and process improvements

7. IT Team Lead Roles

  • Process Enhancement: Recommends enhancements that result in increased quality and efficiencies
  • Standards Compliance: Assists in the development and adherence to standards, processes, and procedures
  • Metrics Development: Assists the Manager in the development of department metrics to ensure compliance with standards, processes, and procedures
  • Process Definition: Defines, develops, communicates, and implements standards, processes and procedures for the team
  • Departmental Standards: Assists with defining departmental standards, processes, and procedures
  • Knowledge Management: Enhance ITSM by adding to the Knowledge Base, processes and procedures, providing input to problem management based on ticket pattern recognition
  • Strategic Contribution: Contributes to the development of company objectives and principles and to achieving goals in creative and effective ways
  • Technical Leadership: Provides technical leadership to the technician team
  • Project Management: Plans and manages project activities within the project plan and/or provides input into the tasks in the project plan
  • Team Advisory: Acts as advisor to the team and may become actively involved to meet schedules and resolve problems
  • Operational Strategy: Focus on both tactical and strategic activities for the team
  • Process Improvement: Makes recommendations to the supervisor for processes and procedures to improve the department
  • Policy Compliance: Adherence to all First United Policies and Procedures

8. IT Team Lead Additional Details

  • Service Improvement: Focus and Lead on Continual Service Improvement (CSI)
  • Problem Management: Lead and Participate in Problem Management/Root Cause Analysis
  • Performance Management: Performance Management of the regional technicians
  • Customer Relations: Interfacing with the customer, including BRMs and Sr Business Leaders, and validating that customer expectations are met or managed
  • Project Leadership: Regularly lead small, mid, and large-scale projects, such as PC refreshes, global site documentation, network migration, and software remediation
  • Team Development: Cross-train, coach, and mentor new and existing team members
  • Operational Reporting: Assist with compiling and presenting regular operational reports
  • Technical Support: Provide L1 through L3 support work (from time to time)

9. IT Team Lead Essential Functions

  • Team Leadership: Lead the Corporate Team and ensure fruitful collaboration between the infra group and Proton employees
  • Solution Design: Define the business requirements, design a solution, and implement the service with respect to the infrastructure constraints
  • Project Ownership: Take ownership of running a Proof of Concept, conducting a Market survey, SWOT analysis, and writing a proposal
  • Team Interface: Be the interface between the infrastructure team and Proton employees
  • Partner Coordination: Follow up on the incident and feature request with external partners
  • End-User Support: Give support to the end-users (infrastructure teams and, at a higher level, to all Proton employees)
  • Application Management: Manage a portfolio of IT Applications, including oversight of service providers and system compliance
  • Roadmap Development: Develop and execute the business applications roadmap and demand
  • IT Initiatives: Participate in IT initiatives, for example, in selection, design, testing, and deployment of applications
  • Process Improvement: Improve ways of working to enable faster solution delivery
  • Budget Management: Manage assigned budget, including external vendor spend and license costs
  • Staff Development: Ensure engagement and development of the direct reports

10. IT Team Lead Responsibilities and Key Tasks

  • Team Management: Managing the growing team of IT support and network engineers
  • Asset Management: Expanding and maintaining an inventory of hardware equipment and software licenses
  • Network Security: Keeping the networks and IT services running and secure
  • Strategic Planning: Preparing documentation and working with business stakeholders to define and execute on strategic goals for the IT organization
  • Software Collaboration: Work in close contact with the software engineering team to develop and maintain custom software applications
  • Vendor Relations: Establish good working relationships with IT suppliers and define requirements and specifications for 3rd party systems and hardware
  • Technical Support: Identifying, repairing, resolving, and documenting end-user technical issues regarding/desktop support (remote and/or onsite)
  • Second-Line Support: Hands-on role, where expected to provide 2nd line IT support services to the business community, ensuring that all requirements are met within agreed service targets
  • System Troubleshooting: Troubleshooting and resolving desk-side issues, reimaging computers/hard drives, backing up and restoring settings, and associated systems administration activities
  • Equipment Handling: Move equipment associated with escalated service desk incidents and service requests
  • System Leadership: Leading a team for system administration and customer support
  • Project Management: Creation, implementation, and monitoring of project plans
  • Documentation Management: Taking care of documents in the area of system administration
  • Process Improvement: Improving internal processes in the department
  • IT Trends: Following the trends in IT and IT infrastructure
Relevant Information
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