Team Leadership

• Lead, mentor, and manage a team of IT support specialists across multiple locations or remote setups.
• Define team goals, roles, and responsibilities, ensuring alignment with organizational objectives.
• Conduct regular performance reviews and provide training opportunities to enhance team skills.
• Foster a culture of accountability, collaboration, and customer service excellence.

IT Support Operations

• Oversee the IT helpdesk operations, ensuring timely resolution of tickets and adherence to SLAs.
• Develop and implement IT support policies, procedures, and best practices.
• Monitor and report on support metrics, identifying areas for improvement.
• Manage escalations for complex technical issues, ensuring root cause analysis and resolution.

Technology and Tools Management

• Ensure the proper functioning of hardware, software, and IT systems across the organization.
• Oversee the procurement, deployment, and maintenance of IT assets, including laptops, desktops, and peripherals.
• Manage enterprise collaboration tools (e.g., Microsoft 365, Google Workspace, Slack) and communication systems.
• Work closely with other IT teams to support system upgrades, migrations, and new technology rollouts.

User Experience and Support

• Act as the primary point of contact for IT-related issues and inquiries from employees.
• Conduct regular surveys or feedback sessions to assess and improve user satisfaction.
• Provide training and resources to employees to help them maximize the use of IT tools and systems.
• Security and Compliance
• Ensure IT support operations comply with company policies and industry standards.
• Collaborate with the security team to implement and enforce endpoint security practices.
• Maintain and update documentation for IT assets, licenses, and support procedures.

Technical Expertise

• 5+ years of experience in IT support, with at least 2 years in a leadership role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and enterprise tools (e.g., Active Directory, Office 365).
• Experience with ITSM tools like ManageEngine or Jira Service Management.
• Familiarity with networking concepts (e.g., VPN, DNS, DHCP) and hardware troubleshooting.

Leadership and Communication

• Proven ability to manage and develop high-performing teams.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Experience in managing IT support for large organizations with diverse needs.

Process and Problem-Solving

• Expertise in implementing ITIL-based service management practices.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Ability to handle multiple priorities and work in a fast-paced environment.

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience in managing IT support for remote or hybrid work environments