Team Lead IT Operations

Summary

Join our team as a Team Lead IT Operations and lead the daily activities of the internal IT Operations team, ensuring smooth and effective service delivery.

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field
• Minimum of 5 years of experience in IT operations, with at least 2 years in a leadership role
• Strong technical skills in IT infrastructure management, including servers, networks, and storage systems
• Excellent communication and leadership abilities

Responsibilities

• Lead and mentor a team of IT professionals, including system administrators and support technicians
• Manage daily activities of the Service Desk to ensure prompt and effective resolution of IT support issues
• Provide technical expertise and guidance to the Service Desk team, assisting with complex issues and escalations
• Foster a 'customer-focused' mindset, ensuring end-users have a positive and professional experience
• Promote a knowledge-focused strategy where teams consistently produce and evaluate articles to enable users to independently find solutions
• Lead the investigation, resolution, and documentation of incidents and problems
• Implement monitoring tools to assess team performance based on established KPIs
• Generate regular reports on Service Desk operations to spot trends and areas for improvement
• Develop SLAs to set explicit expectations for service delivery, covering response and resolution times for incidents and service requests
• Drive initiatives for continuous improvement of processes, tools, and workflows
• Oversee the maintenance and optimization of the company’s IT infrastructure, including networks, servers, hardware, and software systems
• Ensure the availability, security, and performance of IT systems, resolving operational issues, managing system upgrades, and overseeing disaster recovery and backup plans
• Help implement and enforce IT policies, procedures, and best practices to maintain security standards, regulatory compliance, and data integrity together with IAM & Security -team
• Manage relationships with external vendors on an operative level and ensure service level agreements (SLAs) are met

Benefits

• A competitive salary
• Flexible and hybrid working
• Extensive physical and wellbeing support
• Up to 8 weeks of annual leave per year
• A true hybrid-working policy (home and office)