IT Operations Lead

Role Purpose :

The IT Head will lead the organisation’s IT operations, ensuring seamless technology support, reliable infrastructure, and efficient vendor management. This role is responsible for driving operational excellence across IT helpdesk functions, end-user support, and system reliability, while maintaining strong service standards and continuous improvement.

Key Responsibilities

Lead and mentor the IT support team, ensuring effective ticket triage, prioritisation, and resolution.

Oversee vendor relationships and contracts related to hardware, software, and IT support services.

Manage the complete lifecycle of devices — from provisioning and patching to repairs and replacements.

Administer and maintain office networks, connectivity, and critical IT hardware.

Monitor, report, and enforce service level agreements (SLAs) for all IT support activities.

Coordinate and manage escalations for high-impact or critical incidents.

Oversee IT onboarding and offboarding processes, user access provisioning, and IT asset management.

Maintain up-to-date documentation for IT systems, policies, workflows, and procedures

What We’re Looking For

Minimum 5 years of experience in IT operations or end-user support leadership.

Experience coordinating and driving performance across multi-location / global teams.

Proven experience managing offshore or remote IT support teams.

Strong vendor management, negotiation, and communication skills.

Hands-on knowledge of endpoint management, ticketing systems, and IT security best practices.

Ability to manage multiple priorities, especially during high-impact incidents.

Strong documentation, process discipline, and follow-up skills.

What You Need to Succeed

Demonstrated leadership in managing enterprise IT operations and infrastructure.

Strategic approach to aligning technology initiatives with business objectives.

Proven ability to lead and develop high-performing IT teams.

Strong vendor management and contract negotiation expertise.

Solid understanding of networks, systems, and endpoint management.

Decisive and solutions-oriented under pressure.

Effective stakeholder communication and collaboration skills.

Focused on governance, operational efficiency, and compliance.

Commitment to high service standards and continuous improvement.

Strong sense of ownership, integrity, and accountability.

Personal Attributes

Proactive, solution-driven leader with strategic vision and business acumen.

Strong interpersonal skills with the ability to influence across all levels.

High integrity, ownership, and commitment to organisational excellence.

Thrives in dynamic environments, balancing operational focus with long-term vision.

“This is a fully remote role, and we welcome applications from candidates based anywhere in India"