Team Lead- IT

Job Overview:

We are looking for a highly motivated IT Team Lead to manage a team of service desk and technical support engineers and ensure the smooth operation of IT services across multiple locations. This role involves incident resolution, and hands-on technical support for both everyday and complex issues.

Key Responsibilities:

Lead a team of service desk and technical support engineers, providing guidance and support to ensure timely issue resolution.

Manage the teams shift rosters and leave planners, aligning team resources with project requirements and individual skill sets.

Train and mentor new hires, ensuring they are equipped with the necessary skills and knowledge to work in a 24/7 operational environment.

Provide hands-on support for complex incidents, helping the team troubleshoot and resolve issues effectively.

Analyze incidents to identify patterns and categories of impact, ensuring prompt resolution and minimal disruption.

Use ticketing tools to manage and track incidents and service requests.

Create and maintain reports on team performance, incident resolution, SLA adherence, and any breaches.

Assist in the implementation of new IT service offerings and participate in infrastructure projects, such as building migrations, asset refreshes, and automation initiatives.

Work closely with the project managers on escalations and project deliverables.

Communicate with stakeholders, ensuring that they are kept informed of progress on critical incidents and service requests.

Work closely with other departments and teams to ensure alignment of IT support with business needs.

Ensure that the IT team adheres to all relevant compliance standards and internal policies, including data protection, security protocols, and regulatory requirements.

Conduct regular audits and reviews of systems and processes to ensure compliance with company policies and industry regulations.

Qualifications:

Bachelors degree in Information Technology, Computer Science, or a related field.

5+ years of experience in IT support, with at least 2 years in a leadership or team lead role.

Ability to work in a 24/7 environment and manage a team across multiple shifts.