Lead, IT Support

Job Description

Title: Lead, IT Support

Company Name: Gildan-G.A.B. Limited

Vacancy: 01

Age: Na

Job Location: Dhaka (GULSHAN 2)

Salary: Negotiable

Experience:

Published: 2026-02-26

Application Deadline: 2026-03-28

Education:

Requirements:

Skills Required:

Additional Requirements:

Responsibilities & Context:

The Lead IT Support – Bangladesh is responsible for overseeing the global helpdesk team members based in Bangladesh, ensuring the consistent delivery of high-quality remote support services aligned with Gildan’s global IT standards. Additionally, this role manages all on-site IT support activities for the Bangladesh corporate office, ensuring local user support needs are met efficiently. The Lead IT Support serves as a key liaison between the local team and global IT operations, focusing on team leadership, operational excellence, and continuous service improvement. 

• Lead, mentor, and manage the global helpdesk team members based in Bangladesh. Promote a high-performance culture, provide coaching, and ensure continuous development of team capabilities.

• Manage and ensure effective delivery of on-site IT support at the Bangladesh corporate office, including user support, IT asset and inventory management, and local IT project execution.

• Monitor daily operations, key performance indicators (KPIs), and team workloads to ensure timely and efficient resolution of incidents and service requests with high customer satisfaction.

• Establish and enforce IT policies, procedures, and best practices to enhance efficiency and effectiveness.

• Guide the business through IT standard processes aligning with the global standards, ensuring compliance to the local sites.

• Follow up compliance of mandatory trainings, and on-boarding training.

• Maintain control on IT equipment, and IT Inventories using the Service Desk System.

• Oversee incident and problem management processes to ensure root cause analysis, resolution, and prevention of recurring issues, both remotely and on-site.

• Actively manage user feedback, address escalations, and implement initiatives to improve service quality and user experience across supported areas.

• Continuously identifying and addressing inefficiencies in both remote support and on-site service delivery.

• This includes aligning with global IT standards while adapting to local needs, and implementing improvements to increase response time, service quality, and user satisfaction.

• Balancing team resources and workload to meet varying support demands while maintaining high service levels.

• Deciding how to allocate team members to various tasks and shifts to ensure coverage and efficiency.

• Implementing changes to support processes based on performance data and user feedback to enhance service delivery.

• Provident fund,Weekly 2 holidays
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

• Transport: Pick and Drop

• Weekend: Saturday and Sunday

• Office Hours:

  • 8am - 3pm at office including one hour lunch break (work at office);

  • 8pm - 10pm (work from home)

• Insurance:

  • Life & Disability Insurance (Employee only)

  • In-Patient Treatment (Employee and Dependents)

  • Out-Patient Treatment (Employee and Dependents)

• Service Benefit;

• Earn Leave Encashment;

• Leave Facilities:

  • Casual Leave;

  • Medical Leave;

  • Earn Leave;

  • Compassionate Leave;

  • Wedding Leave;

  • Paternity Leave for Male;

  • Maternity Leave for Female;

  • Pilgrimage Leave;

• Other facilities will be provided as per company policy etc.