IT Support

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Main Role & Responsibility
The primary focus of the IT Operations Team Leader is to ensure the stability, efficiency, and security of the organization’s IT operations while leading and supporting the IT Operations team. This role is responsible for overseeing daily IT support services, maintaining company-wide systems and infrastructure, coordinating with internal teams and external vendors, and ensuring employees can effectively utilize technology to perform their duties. The IT Operations Team Leader also plays a key role in service improvement, operational planning, and IT project coordination.

Key Responsibilities
Lead and supervise daily IT Operations and Helpdesk support activities to ensure timely and effective service delivery.
Provide technical guidance, coaching, and support to IT Operations staff and junior team members.
Oversee the resolution of IT support requests and escalated technical issues from employees.
Ensure effective troubleshooting, diagnosis, and resolution of hardware, software, network, and system-related issues.
Monitor and maintain company computer systems, user accounts, and IT service availability.
Manage onboarding IT processes, including account creation, access permissions, and device preparation for new employees.
Coordinate software installations, hardware deployments, driver updates, and system upgrades.
Ensure all IT support requests and incidents are properly logged, tracked, and updated within the ticketing system.
Communicate service status, incident updates, and operational announcements to end users and management.
Coordinate with the IT Infrastructure team to support system security, including operating system patching, firewall configuration, endpoint protection, and monitoring for unauthorized activities.
Assist in reviewing system logs, security alerts, and operational reports to identify potential risks and improvements.
Support IT infrastructure implementation for new construction sites, campus expansions, or office setups.
Coordinate with external IT vendors and suppliers regarding procurement, maintenance, warranty claims, and project implementation.
Participate in IT operational planning, process improvement initiatives, and documentation management.
Ensure IT operational procedures, policies, and standards are followed consistently across the organization.
Support cross-functional collaboration with Infrastructure, Cyber Security, and System Development teams to ensure smooth IT service operations.
Prepare operational reports, service summaries, and performance updates for IT management.
Leadership Expectations
Demonstrate strong leadership, accountability, and problem-solving skills.
Prioritize service excellence and continuous improvement within IT Operations.
Manage workload distribution and task prioritization within the team.
Foster a collaborative, professional, and customer-service-oriented working environment.

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