Office IT & End User Support Team Leader

About the role

We are looking for an Office IT & End User Support Team Leader to drive the daily operations of our Service Desk and ensure seamless end‑user computing services across Orange Jordan. The role combines hands‑on technical support with leadership of first‑ and second‑line teams to maintain high availability and user satisfaction.

Key responsibilities

• Lead Service Desk operations, monitor ticket queues, escalations and SLA compliance.
• Supervise first‑ and second‑line support for desktops, laptops, printers, meeting rooms and telephony.
• Manage incident logging, categorisation, prioritisation and drive root‑cause analysis.
• Oversee Microsoft 365, Active Directory, file‑sharing and remote‑access services.
• Deploy, maintain and troubleshoot SCCM for software distribution, patch management and OS imaging.
• Configure and manage WSUS for Windows updates.
• Coordinate network connectivity, infrastructure monitoring and collaborate with security teams.
• Monitor vendor performance, SLA adherence and report operational KPIs.
• Ensure compliance with IT governance, security standards and continuous improvement initiatives.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Proven experience leading IT support teams in a corporate environment.
• Strong understanding of IT service management processes.

Required skills

• Service Desk and ITSM platform experience
• SCCM deployment and troubleshooting
• WSUS configuration and management
• Microsoft 365 administration
• Active Directory and file‑sharing systems
• Remote‑access solutions
• Network connectivity and monitoring tools
• Vendor and SLA management