Lead (IT Services)
TECHNICAL LEAD – IT
The IT Lead is primarily responsible for managing the team who perform all aspects of configuring, monitoring, maintaining, and troubleshooting the client desktops and handling requests and problem escalations from Service Desk and other departments. The lead determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes action or recommends corrective action for resolution. Lead will work with other networks, database, software quality engineering teams and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues.
ACCOUNTABILITIES / RESPONSIBILITIES
- Lead IT Operations team in a 12x5 team setup, comprised of employees and consultants that provide administration, advanced support and operational management of all the internal systems
- Delegate duties and tasks within the IT department.
- Review completed tasks to ascertain compliance with standards.
- Monitor all team members and provide necessary advice and guidance.
- Perform periodic risk assessments and initiate risk control strategies.
- Coach all team members and motivate them to produce desired results.
- Organize regular seminars and trainings to teach team members new techniques and methods.
- Keep up with trends in the constantly evolving information technology industry.
- Perform regular IT audit to discover areas of weaknesses and fortify them.
- Work alongside other departments to achieve company goals and visions.
- Write and forward regular reports to the management.
- Provide solution to any complex IT related challenges in the organization.
- Perform regular appraisal of team member’s performance and devise strategies to help with improvement.
- Carry out in-depth research to reveal new and better methods of handling functions within the department.
- Ensure that the company’s data and information are protected from unauthorized access.
Qualifications
TECHNICAL COMPETENCIES
- Good technical knowledge of networking, pcs and desktop hardware & having 3+ Years of experience on similar capacity.
- Good proficiency with mainstream windows desktop versions, especially on windows 8 and 10
- Sound knowledge on windows imaging and deployments through SCCM.
- Having some Linux knowledge would be an added qualification.
- Understanding on Avaya call manager would be an added qualification.
- Ability to operate tools, components and peripheral accessories.
- Good on Software and Hardware Troubleshooting
NON-TECHNICAL COMPETENCY
- A very good team player capable of leading the team from the front
- Show accountability and end to end ownership of support and build issues
- Knowledge of Continuous Delivery of infrastructure code practices and tools
- Good understanding of DevOps in an operational environment
- Full tech stack appreciation
- Delivery focused with the ability to interact directly with internal customers as a service provider
- Experience of using Service Now or similar incident and change tracking tools
- Experience with working with global patching strategies and tools
- Demonstrable resource scheduling skills
- Experience of high volume queues and ticket allocation
EDUCATIONAL & PROFESSIONAL QUALIFICATIONS
- Bachelor’s degree in Computer Science, IT or any other equivalent qualification.
- Certified in CCNA
- Certified in ITIL foundation
Please click the link to apply - https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1608542