It Support Team Lead Jobs

Lead change management initiatives for network infrastructure, configurations, applications, and IT services to meet organizational needs and maintain business continuity

Manage all hardware and software projects to support WAN/LAN infrastructure for operation of clinical and business service applications

Manage routine server and database backup processes to ensure recoverability.

Minimum one year experience leading IT teams and managing IT Technical Projects

Experience working with Cisco Meraki Networks, Xerox Printers, Microsoft Surface Tablets and Books is considered an asset

Lead the procurement of IT hardware and software for staff

[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]

[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]

Example: Determine and develop user requirements for systems in production, to ensure maximum usability

Example: Excellent verbal and written communication skills

Experience with ITIL methodology (incident, change and problem management).

Experience with Network and System Management solutions, Fortigate firewall and Fortianalyser tools, Solarwinds Admin Tools

5+ years as a team lead in IT Infrastructure management

Build and manage network and access environments at business sites in collaboration with solutions teams.

10+ years experience in IT Infrastructure

Experience with Aruba Central, Clearpass, Mobility Master

Strong administrative, organizational, and time management skills

Liaise with team members, management, clinical staff, and practices.

Post-secondary education in IT Network Administration/Support or an equivalent combination of education and work experience.

High degree of knowledge and proficiency in Microsoft Office tools, SQL Manager, Office 365 Admin portal, Azure, Microsoft Intune/Endpoint, EMR software.

High degree of expertise and proficiency in database management and information management principles and techniques.

Monitor IT ticket system, provides staff with technical/troubleshooting support; manages Request Tracking requests.

• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)

• DLP, AV, WSUS, Patch management, VPN, VDI technology

• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.

• Vendor and contract Management

• Provide data driven analysis to management about key improvement and opportunity area

• Inventory management, incident management, change management & problem management

Drive incident management, threat containment, and corrective actions, taking the lead in resolving infrastructure and telecommunication issues.

Define key performance indicators (KPIs) for SLAs, performance metrics, task execution, and service requests. Regularly update management and stakeholders on progress.

Possess 10+ years of relevant experience in IT infrastructure and connectivity, equipped to address the challenges and responsibilities outlined.

Ensure uptime, connectivity, and continuity of operations for infrastructures and platforms, meeting established requirements.

Demonstrate a minimum of 3 years of experience supervising IT project teams or technical teams.

Prioritize, delegate, and coordinate tasks among team members to achieve project and operational objectives.

Familiarity with managed services models and experience managing relationships with external service providers

Proficient in IT service management (ITSM) frameworks, such as ITIL is a must

Manage and maintain illumin’s corporate IT and office infrastructure, including servers, network equipment, and software applications

Monitor and optimize system performance, availability, and scalability to meet business requirements

Manage the IT budget, including cost analysis, forecasting, and expenditure tracking

Develop and deliver training programs to enhance technology skills and awareness among employees

Extensive training or experience in Computer Science, Information Systems or related field (professional certifications are a plus)

Manage the ToursByLocals technical infrastructure, including networks, cloud services, and other IT resources

Set up and manage backups for staff and company hardware (usually via WiFi based backup drive)

Knowledge of Apple products, Google Workspace, Slack, SQL query, backup systems, JAMF, VOIP phone system, networks and WiFi setup and maintenance

At least 3 years of experience performing similar tasks in companies operating internationally

Strong communication and interpersonal skills - the ability to explain technical issues to non-technical users

Experience with budget management and vendor relationships is a plus

Oversee the management and performance of the organization's IT systems and infrastructure, including servers, networks, and storage

Ability to lead and manage the IT operations team, including assigning tasks, training, and performance management

Experience in a Managed Service Provider (MSP) Environment.

Strong technical skills and hands-on experience with troubleshooting level 3 tickets

Possess strong technical skills and act as a hands-on technical lead and handle escalation for level 3 tickets

Experience managing cloud based SaaS applications in regards to identity and access management for corporate users.

Ability to assist with escalations as needed for remote break-fix, asset management and technical solutions

Experience in Asset Management and tracking of both hardware and software

University or college degree in Computer Science, or an acceptable combination of education, training and/or experience may be considered.

Mentoring and coaching to help team members fine-tune skills and capabilities, grow professionally, and stay engaged and motivated

ITIL with a focus on IT Service Management, including:

Responsible for IT Ops, including the IT support team, directory services, device management, system patching, office connectivity, and IT hardware inventory.

Work closely with the Cloud infrastructure department to ensure proper network security and access management policies across cloud vendors (AWS/GCP)

Bachelor's Degree in Information Security, Computer Science, Information Technology, Information Systems Management

Conduct regular assessments and audits to ensure compliance with data security and privacy requirements.

7+ years experience in IT

Experience in compliance, familiarity with industry standards like SOC2, ISO27001, etc

Excellent Project Management skills, demonstrated through industry recognised accreditation, PMP, Prince2 or equivalent.

Lead IT programmes and project in the region with support from the Technical Project Management team

To actively identify risk within projects and use effective risk management and reduction techniques

Skills and experience we’re looking for:

Experience of implementing programme/projects with elements of Transitional Service Arrangements, Target Operating Model implementations and Data Migrations.

Act as key escalation point for IT issues and change in North America

Management of internal team and external Support vendor(s) relationship; ensuring KPIs and quality standards are upheld, assessing volume and staffing needs

Keep the team updated about end-to-end processes, policies, procedures, emerging issues, trends, and industry regulations to offer the best player experience

Continually improving self knowledge of player support best practices, tools, and techniques and sharing those insights with the team

A minimum of 3 years of experience running Customer/Player Support operations

Experience working in the video game industry is a must; PC, Console, and Mobile experience preferred

Experience managing the relationship with Customer Support/Player Support vendors

Confident with project management and capable to handle multiple projects with shifting priorities and timelines

Manage knowledge within the team - creating/updating documentation and running knowledge workshops.

Analyze and identify opportunities to eliminate common incidents & service requests and enhance the customer experience through process improvement.

Create a positive customer support experience and build strong relationships through communication, problem-understanding, and timely resolutions.

Experience leading a helpdesk or other IT support team is desired

Specialist in end-user support, with advanced knowledge of end-user tools and the technology available to continually make improvements.