Technical Team Lead

About the role

IT By Design (ITBD) is looking for a Technical Team Lead – Infrastructure Support to lead a technical team responsible for the performance, availability, and reliability of IT infrastructure. This role is ideal for an experienced infrastructure professional who combines strong hands-on technical expertise with proven team leadership and can drive operational excellence in a fast-paced environment.

Key responsibilities

• Lead and mentor a technical team supporting servers, networks, storage, cloud, and other infrastructure environments.
• Oversee monitoring, troubleshooting, maintenance, and resolution of infrastructure issues.
• Manage daily team operations, ensuring SLA, FCR/FTR, ticket quality, and resolution targets are achieved.
• Act as the escalation point for complex technical issues and stakeholder concerns.
• Coordinate infrastructure upgrades, migrations, patching, and improvement initiatives.
• Develop and enforce operational procedures, workflows, and best practices.
• Monitor team performance, ticket ageing, utilization, CSAT, and other operational KPIs.
• Identify opportunities for automation, optimization, and continuous improvement.
• Ensure compliance with security requirements, IT standards, and organizational policies.

About you

• 5+ years of experience in IT Infrastructure Support.
• Proven experience leading technical/infrastructure teams.
• Strong knowledge of IT infrastructure, including servers, networks, storage, and cloud environments.
• Strong troubleshooting, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities.

Benefits

• HMO coverage from Day 1 with 3 free dependents
• Life & Pet Insurance
• Government-mandated benefits
• 13th Month Pay
• Annual Performance Review & Bonus
• Free Meal, Coffee & Snacks
• Career Growth & Leadership Opportunities
• Global, Employee-First Culture

About us

IT By Design (ITBD) is a global leader in engineering talent solutions, AI transformation programs, and growth enablement services for Managed Service Providers (MSPs). With 800+ employees across the US, India, and the Philippines, we help MSPs scale capacity, improve capability, and operate with clarity.