IT Support & Operations Lead

Job Summary :

Key Responsibilities :

Team Leadership :

- Lead, mentor, and develop a team of IT support specialists to ensure high levels of performance and customer satisfaction.

- Conduct regular team meetings, performance reviews, and training sessions to foster professional growth.

IT Support Management :

- Oversee the troubleshooting and resolution of technical issues reported by end-users, ensuring timely and effective

support.

- Develop and maintain knowledge base articles and documentation for common issues and solutions.

Operational Oversight :

- Ensure the smooth operation of IT services, including hardware, software, and network systems.

- Implement best practices for IT operations, including change management, asset management, and incident response.

Stakeholder Engagement :

- Collaborate with other departments to understand their IT needs and provide tailored support solutions.

Reporting and Analysis :

- Generate regular reports on support metrics, incident trends, and team performance.

Training and Development:

- Stay updated on industry trends and emerging technologies to enhance team capabilities.

Qualifications :

- 8+ years of experience in IT support or operations, with at least 2 years in a leadership role.

- Strong technical knowledge of hardware, software, and networking concepts.

- Experience with IT service management tools (e.g., ServiceNow, JIRA, etc.) is preferred.

- Excellent problem-solving skills and ability to work in a fast-paced environment.

- Strong communication and interpersonal skills.

Preferred Qualifications :

- Familiarity with cloud services (e.g., AWS, Azure) and remote support tools.

- Knowledge of cybersecurity best practices.