About the Role:

We are looking for an experienced IT Team Lead to manage a team of internal and external IT professionals and service providers. This role combines leadership, operational excellence, and technical expertise to ensure efficient IT service delivery and high customer satisfaction.

Key Responsibilities:

Lead and manage internal IT staff and external service providers (ISPs) to deliver SLA-compliant services.
Integrate new employees into existing IT operations and ensure smooth onboarding.
Act as the first point of contact for less experienced team members, providing guidance and mentorship.
Identify team potential and implement targeted development plans.
Build and maintain strong relationships with stakeholders and service interfaces.
Monitor ISP performance using Standard Operating Procedures (SOPs) and initiate improvement measures when needed.
Support service management in aligning IT operations with customer strategy.
Advise customers on operational improvements and assist in developing SOPs.
Implement measures to enhance customer satisfaction and independently verify their effectiveness and provide feedback to service management.
Plan resources, including shift schedules, succession planning, and coverage.
Handle escalations and identify operational risks, providing technical evaluations and recommendations.
Ensure adequate staffing for efficient and SLA-compliant service delivery across regions and teams.

Requirements:

Education

Diploma in Information Technology or related field (minimum requirement) or Bachelors degree in Computer Science, Information Systems, or related discipline.

Certifications

ITIL Foundation certification (preferred).

Experience

5+ years in IT support or operations, with at least 2 years in a leadership role.

Technical Skills

Strong knowledge of Windows OS, Microsoft Office 365, Active Directory, and Exchange.
Familiarity with networking fundamentals (TCP/IP, routers, switches, firewalls).
Experience with ticketing systems (e.g., ServiceNow) and asset management tools.

Soft skills

Leadership & Team Management Ability to guide, mentor, and motivate team members while fostering collaboration and accountability.
Clear Communication Strong verbal and written communication skills for interacting with team members, stakeholders, and customers effectively.
Problem-Solving & Decision-Making Analytical thinking to resolve issues quickly and make sound decisions under pressure.

Why Join Us?