Title:

IT Support Lead

Job Specification: IT Support Lead

Preface

This document outlines the job specification for the IT Support Lead role. The role is junior to the IT Support Manager and is responsible for leading front-line IT support activities within a site-based Oil & Gas operational environment, ensuring reliable day-to-day IT services and effective user support.

Professional Summary

The IT Support Lead typically has 3–5 years of experience in IT operations or service support, preferably within Oil & Gas or industrial environments. The role focuses on coordinating daily IT support activities, supervising technicians, resolving incidents, and acting as the primary escalation point to the IT Support Manager.

Core Competencies

• IT Service Desk & End-User Support
• Incident, Request & Problem Coordination
• Basic Network & Systems Support
• IT Security Awareness & Compliance
• Vendor & Contractor Coordination
• Asset & Access Management
• ITIL-based Service Operations

Key Responsibilities

• Coordinate day-to-day IT support activities for site users.
• Provide hands-on support for desktops, laptops, peripherals, and standard applications.
• Log, track, and resolve incidents and service requests in line with SLAs.
• Escalate complex or high-impact issues to the IT Support Manager as required.
• Support basic server, network, and application troubleshooting activities.
• Ensure compliance with IT security, access control, and acceptable use policies.
• Coordinate with vendors and third-party support teams for issue resolution.
• Maintain accurate IT asset, access, and support documentation.
• Support IT onboarding, inductions, and user awareness activities.

Technical Skills

• Windows desktop and basic server administration
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic networking concepts (LAN, Wi-Fi, VPN)
• Endpoint security and antivirus tools
• ITSM / Service Desk tools

Certifications

• ITIL Foundation (preferred)
• Microsoft or equivalent technical certifications (desirable)
• Relevant site HSE or safety certifications

Key Performance Indicators (KPIs)

• Incident and request resolution within agreed SLA targets.
• User satisfaction with IT support services.
• Accuracy and completeness of IT asset and access records.
• Compliance with IT security and site policies.

Reporting Structure

Reports directly to the IT Support Manager and works closely with IT Infrastructure, Applications, IM, and Cyber Security teams to support site operations.