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IT Support & Operations Lead

IT Support & Operations Lead

SimTekSystemsBangalore
30+ days ago
Job description

Job Summary :

We are looking for an experienced IT Support and Operations Team Lead to manage our IT support team and oversee daily operations.

The ideal candidate will have a strong background in IT support, excellent leadership skills, and a commitment to delivering high-quality technical support and operational Responsibilities :

Team Leadership :

  • Lead, mentor, and develop a team of IT support specialists to ensure high levels of performance and customer satisfaction.
  • Conduct regular team meetings, performance reviews, and training sessions to foster professional Support Management :
  • Oversee the troubleshooting and resolution of technical issues reported by end-users, ensuring timely and effective

support.

  • Manage the ticketing system to track incidents, service requests, and resolutions, ensuring adherence to service level agreements (SLAs).
  • Develop and maintain knowledge base articles and documentation for common issues and Oversight :
  • Ensure the smooth operation of IT services, including hardware, software, and network systems.
  • Monitor system performance and availability, proactively identifying and resolving potential issues.
  • Implement best practices for IT operations, including change management, asset management, and incident Engagement :
  • Collaborate with other departments to understand their IT needs and provide tailored support solutions.
  • Communicate effectively with stakeholders regarding service status, incidents, and and Analysis :
  • Generate regular reports on support metrics, incident trends, and team performance.
  • Analyze data to identify areas for improvement in support processes and service and Development :
  • Provide training and support to team members on technical skills, tools, and customer service best practices.
  • Stay updated on industry trends and emerging technologies to enhance team :
  • Bachelors degree in Information Technology, Computer Science, or a related field; or equivalent experience.
  • 8+ years of experience in IT support or operations, with at least 2 years in a leadership role.
  • Strong technical knowledge of hardware, software, and networking concepts.
  • Experience with IT service management tools (e.g., ServiceNow, JIRA, etc.) is preferred.
  • Excellent problem-solving skills and ability to work in a fast-paced environment.
  • Strong communication and interpersonal Qualifications :
  • ITIL certification or equivalent experience in IT service management.
  • Familiarity with cloud services (e.g., AWS, Azure) and remote support tools.
  • Knowledge of cybersecurity best practices.

    • (ref : hirist.tech)

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    It Support Lead • Bangalore