Service Desk Team Lead – IT Operations

Job Summary:
We are seeking a highly skilled and motivated IT Technical Service Desk Team Lead to join our dynamic IT team. The ideal candidate will be responsible for leading a team of IT professionals, ensuring the smooth operation of our IT infrastructure, and driving technical projects to completion. This role requires a strong technical background, excellent leadership skills, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:
Technical Leadership:
• Lead, mentor, and manage a team of IT technicians and specialists.
• Oversee the implementation, and maintenance of IT systems, including networks, servers, and cloud infrastructure.
• Ensure the availability, performance, and security of IT systems and services.
• Troubleshoot and resolve complex technical issues escalated by the team.
• Stay up to date with emerging technologies and recommend improvements to existing systems.

Project Management:
• Plan, coordinate, and execute IT projects, ensuring they are delivered on time and within budget.
• Collaborate with cross-functional teams to define project requirements and deliverables.
• Monitor project progress, identify risks, and implement mitigation strategies.

Team Management:
• Conduct regular team meetings, set performance goals, and provide constructive feedback.
• Foster a collaborative and innovative team culture.
• Manage team workloads and ensure effective resource allocation.

IT Operations:
• Oversee daily IT operations, including system monitoring, backups, and disaster recovery.
• Ensure compliance with IT policies, procedures, and regulatory requirements.
• Manage vendor relationships and negotiate contracts for IT services and equipment.

Stakeholder Communication:
• Act as the primary point of contact for IT-related matters within the organization.
• Provide regular updates to senior management on IT performance, projects, and initiatives.
• Collaborate with other departments to understand their IT needs and deliver effective solutions.

Qualifications & Skills:
• Technical Expertise:
o Strong knowledge of IT infrastructure, including servers, storage, virtualization, and cloud technologies.-
o Expertise in networking (LAN, WAN, VPN, Firewalls, VLANs, etc.).
o Solid understanding of cybersecurity principles and best practices.

• Leadership & Project Management:
o Proven experience leading IT teams and managing projects.
o Ability to prioritise tasks and manage multiple projects simultaneously.
o Strong problem-solving skills and a proactive mindset.

• Soft Skills:
o Excellent communication and interpersonal skills.
o Ability to work effectively in a team-oriented environment.
o Strong analytical and decision-making abilities.

Requirements:
• Minimum of years 5+ in IT roles, with at least 1 -3 years in a leadership or supervisory role.
• Proven experience managing IT infrastructure, including networks, servers, and cloud platforms.
• Strong project management experience, with a track record of delivering projects on time and within budget.
• Certifications such as N+, S+, A+, ITIL, or are a bonus.
• Experience working in an enterprise environment is highly desirable