Team Lead - IT Field Support Services

We are currently on the lookout for a Team Lead - IT Field Support Services to join our Field IT Support team.

What you will be responsible for:

• IT Infrastructure & Operations Management: Manage and maintain the organization’s IT infrastructure, including internal/external networks, corporate equipment, and overall system reliability and connectivity.

• End-User Support & Service Delivery: Provide proactive IT support (onsite and remote) for all users, including MAC and PC environments; ensure timely resolution of issues, including after-hours support for critical incidents.

• Incident & Ticket Management: Manage and prioritize support requests through ServiceNow; provide regular updates, escalate critical/aging tickets, and perform trend analysis to improve service delivery.

• Hardware, Software & Asset Management: Administer business hardware and software, manage asset lifecycle (procurement, provisioning, maintenance, repairs, and hot spares), and support onboarding/offboarding processes.

• Vendor & Financial Coordination: Manage vendor relationships, procurement processes, and contract negotiations in alignment with financial plans and organizational guidelines.

• Security, Compliance & Standards: Ensure adherence to cybersecurity policies, maintain system compliance (patching, antivirus, discovery tools), and uphold global IT standards across infrastructure and operations.

• IT Strategy & Initiative Support: Support execution of IT roadmap initiatives and provide consulting-level guidance for key technology projects within the business unit.

• Stakeholder Management & IT Representation: Act as the liaison between the business unit and central IT/Cyber Security teams; communicate requirements, align priorities, and represent business needs effectively.

• Communication & Change Enablement: Communicate IT decisions, educate teams on new initiatives and policies, and ensure compliance within the business unit.

• Leadership & Escalation Point: Serve as the primary escalation contact for IT issues within the business unit, ensuring effective resolution and continuous improvement.

• Perform other duties as required.

• A bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent qualification/experience.

• 4+ years of experience in IT Support.

• Experience troubleshooting both Mac and PC/Windows operating systems.

• Experience in networking technologies such as DNS, VPN, TCP/IP, Wireless technologies.

• Experience in File Management Systems, asset management and tracking, machine provisioning, compliance practices, Cisco/Aruba networking equipment, enterprise security and enterprise video conferencing systems.

• Experience in managing CCTV and Access Control Systems.

• Experience in managing equipment such as printers, projectors, sound systems, etc.

• Willingness to work non-traditional hours.

• A hands-on problem-solving ability.

• A proven track record as an IT/Technical support specialist in a reputed organization supporting a large user base.

• The ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent interpersonal and customer care skills.

• Experience with Office 365, Microsoft Intune, Azure Active Directory, Service Now, and Confluence.

• Experience in Zscaler, Tanium, and Tenable would be an added advantage.

• Strong problem-solving abilities and attention to detail.

• US dollar-linked compensation

• Performance rewards and recognition

• Agile Benefits - special allowances for Health, Wellness & Academic purposes

• Paid birthday leave

• Team engagement allowance

• Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws

• Overseas travel opportunities and exposure to client environments

• Hybrid work arrangement

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco ranks 56th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry.

Sysco employs over 75,000 associates, has 337 smart distribution facilities worldwide, and over 14,000 IoT-enabled trucks serving 730,000 customer locations. For fiscal year 2025 that ended June 29, 2025, the company generated sales of more than $81.4 billion.

Sysco LABS Sri Lanka delivers the technology that powers Sysco’s end-to-end operations. Everything we do at Sysco LABS supports Sysco’s Purpose of “Connecting the world to share food and care for one another”, and our work directly impacts millions of food consumers in a trillion-dollar, global industry.