IT Operations Team Lead
6 days ago
About the Role
We are seeking a seasoned IT professional to lead our after-hours service team. As an experienced leader, you will be responsible for guiding and managing a high-performing team in a fast-paced IT environment.
Key Responsibilities:
- Team Leadership:
- Oversee daily operations, providing guidance, mentorship, and performance feedback to team members.
- Foster a collaborative culture prioritizing client satisfaction and employee growth.
- Develop and maintain team schedules for optimal coverage and service continuity.
Service Delivery:
- Ensure timely resolution of end-user support tickets, adhering to SLAs.
- Proactively monitor and respond to infrastructure alerts and incidents.
- Lead the response to cybersecurity incidents, collaborating with internal and external stakeholders.
- Plan and execute after-hours maintenance activities, including patching, updates, and system audits.
Operational Excellence:
- Develop comprehensive documentation for after-hours procedures, workflows, and escalation paths.
- Continuously monitor team performance and client feedback to identify areas for improvement.
- Collaborate with other departments to ensure seamless service delivery and alignment with company objectives.
- Generate daily reports on after-hours service metrics and outcomes.
Client Engagement:
- Act as primary point of contact for clients during after-hours shifts.
- Effectively communicate with clients, addressing their concerns promptly and professionally.
- De-escalate client issues and ensure their satisfaction.
Requirements:
- 10+ years of experience in IT support, managed services, or a related field.
- 5+ years of experience in a leadership role managing a team of 7 or more individuals in an MSP environment.
- Strong understanding of IT infrastructure, including networking, virtualization, and cloud technologies.
- Proficiency in infrastructure monitoring tools, ticketing systems, and remote support platforms.
- In-depth knowledge of cybersecurity principles and incident response protocols.
- Excellent written and verbal communication, interpersonal, and presentation skills.
- Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
- Experience with Microsoft 365, Windows Server, and other relevant technologies.
- ITIL Foundation certification or equivalent is preferred.
- Microsoft Certified: Azure Administrator Associate or similar certifications are a plus.
- CompTIA Security+ or equivalent cybersecurity certification is preferred.
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