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IT Services Operations Lead
2 months ago
Position Title:
IT Services Operations Lead
Reporting To:
IT Department Head
Work Arrangement:
Hybrid model with in-office presence
Compensation:
Competitive salary based on experience
Objective:
The IT Services Operations Lead plays a crucial role in the organization, ensuring that users receive top-notch IT support and that applications remain accessible. This role involves overseeing the management and performance of outsourced IT infrastructure and service desk operations. The IT Services Operations Lead guarantees that IT services align with business requirements while maintaining security and reliability. Responsibilities include supporting essential technologies and applications, ensuring high customer service standards, managing escalations with service providers, and collaborating with vendors and internal teams to execute significant IT initiatives. The individual will be accountable for the seamless operation of all production services and driving service enhancements.
Key Duties:
Vendor Oversight:
Manage and cultivate relationships with external IT service providers, ensuring compliance with service level agreements.
Evaluate vendor performance, addressing issues and escalating to the IT Department Head as needed, ensuring adherence to contractual commitments.
IT Infrastructure Oversight:
Ensure that outsourced IT infrastructure meets the organization's performance and security benchmarks.
Integrate and manage cloud solutions, particularly Microsoft Azure, within the existing IT framework.
Supervise the upkeep and administration of networks, servers, and systems for optimal functionality and security.
Implement and oversee IT projects, including upgrades, migrations, and new installations in partnership with vendors.
Monitor system performance and reliability, swiftly identifying and resolving issues.
Helpdesk Management:
Supervise IT helpdesk and support services, ensuring prompt resolution of issues.
Oversee on-site outsourced IT technicians, providing guidance to ensure efficient resolution of user inquiries.
Align the helpdesk with internal IT policies and procedures, effectively managing incident escalations.
Enhance service quality through the analysis of helpdesk metrics and user feedback.
Service Delivery Oversight:
Ensure IT services fulfill the organization's needs and quality expectations.
Manage and optimize Microsoft Azure and Exchange Online services.
Ensure service level agreements are met, monitoring performance metrics to uphold high-quality service delivery.
Support change management, IT solutions delivery, and process implementation.
Operational Management:
Develop and implement IT policies, procedures, and best practices for efficient and secure operations.
Streamline IT operational processes, including incident management, security incident response, change management, and problem resolution.
Collaborate with vendors to ensure high-quality IT service delivery.
Administer critical applications not managed by external providers.
Oversee the onboarding and offboarding processes to ensure timely provisioning of accounts and equipment.
Manage IT asset inventory.
Security and Compliance:
Ensure IT operations comply with regulatory and compliance standards, including data protection and cybersecurity protocols.
Collaborate with vendors to implement and manage security measures safeguarding the organization's data and IT infrastructure.
Conduct regular security assessments and audits to identify and mitigate risks.
Plan and implement disaster recovery and backup strategies.
Project Leadership:
Lead IT projects, particularly those involving Microsoft Azure and Exchange Online.
Collaborate with vendors and internal teams to ensure projects meet organizational requirements and are delivered on schedule and within budget.
Track project progress, manage risks, and ensure timely delivery of milestones.Ensure effective service transition for project releases and engage with key stakeholders on system requirements.
Candidate Profile:
Degree-level qualification or equivalent, preferably in technology or business-related fields.
4-6 years of experience in IT operations, with at least 1 year in a managerial or supervisory role.
Strong understanding of cybersecurity principles, with experience in information security-accredited environments.
Familiarity with ITIL frameworks, particularly in change and operations management; ITIL certifications preferred.
Application Information:
We aim to respond to all applicants within a reasonable timeframe. If you do not receive a response, please consider your application unsuccessful.
Data Privacy:
By applying for this position, you confirm your consent to the retention of your personal data.
The information you provide will only be used for recruitment purposes, stored securely, and treated as confidential in accordance with our Privacy Policy.
Our Terms & Conditions, Privacy Policy, and Disclaimers are available on our website:Syntech Recruitment Limited:
We operate as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
