Information Technology Operations Lead

Reporting To:
Head of IT

Job Summary

The IT Operations Lead is responsible for ensuring the smooth and reliable operation of company's IT infrastructure, end-user support, business applications, and cloud contact center systems. This role oversees the IT Helpdesk team, manages vendor relationships, and ensures high-quality IT service delivery across the organization. The ideal candidate is a hands-on leader with strong technical expertise, proven vendor management experience, and a solid background in IT operations and application support.

Job Responsibilities

1. IT Operations & Infrastructure Management

• Oversee day-to-day IT operations (local & global), ensuring system reliability, high availability, and optimal performance.
• Manage IT infrastructure including servers, networks, endpoints, cloud environments, and security tools.
• Monitor system health, troubleshoot issues, and ensure timely resolution of operational incidents.
• Maintain IT operational policies, SOPs, asset inventories, and documentation.
• Ensure backup, disaster recovery, and business continuity procedures are implemented and tested.

2. IT Helpdesk Leadership

• Lead, mentor, and supervise the IT Helpdesk Support team.
• Manage ticket assignment, prioritization, and SLA compliance via Jira Service Management.
• Conduct performance reviews, coaching, and training for helpdesk staff.
• Drive continuous improvement in service delivery and end-user satisfaction.

3. Application Support (M365, Jira, Salesforce, Cloudflare, DNS, etc.)

• Provide administrative support and troubleshooting across enterprise applications:
• Microsoft 365 (M365):
  user provisioning, license management, Teams/SharePoint admin, Exchange Online support.
• Jira / Jira Service Management:
  workflows, automation, dashboards, and user access.
• Salesforce:
  access issues, basic configuration, reporting, and vendor coordination.
• Cloudflare:
  DNS, firewall rules, Zero Trust, performance and security monitoring.
• DNS Management:
  A, CNAME, MX, TXT, SPF, DKIM, DMARC.
• Conduct root cause analysis for recurring issues and provide long-term solutions.
• Maintain application documentation, SOPs, and user guides.

4. Cloud Contact Center Management

• Manage and support cloud contact center platforms (e.g., Amazon Connect, IPScape, Twilio).
• Configure call flows, IVRs, routing queues, user profiles, and reporting dashboards.
• Troubleshoot telephony issues and manage vendor escalations.
• Ensure compliance, security, and performance of contact center operations.

5. IT Governance, Security & Compliance

• Ensure compliance with IT policies, security frameworks, and regulatory requirements.
• Collaborate with cybersecurity teams to monitor vulnerabilities and respond to incidents.
• Implement identity management, access control, and system monitoring best practices.

6. Vendor & Partner Management

• Manage relationships with IT vendors, service providers, and technology partners.
• Review vendor performance, SLAs, and contracts to ensure accountability.
• Negotiate renewals, pricing, and service improvements.
• Coordinate vendor involvement during escalations, upgrades, or deployments.
• Evaluate and recommend new tools or vendors as needed.

7. Project Management & Continuous Improvement

• Lead IT operational improvements, system upgrades, and digital transformation initiatives.
• Support cross-functional projects requiring IT expertise.
• Propose and implement new technologies or automation to improve efficiency.
• Prepare regular operational reports and performance metrics for management.

Job Skills & Qualifications

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5–6 years of experience in IT operations, application support, or infrastructure management.
• 2–3 years of experience leading an IT support/helpdesk team.
• Experience supporting cloud contact center environments.

Required Skills & Experience

• Strong knowledge of infrastructure, networking, cloud platforms (AWS, Azure, GCP), and endpoint management tools.
• Hands-on application support experience with:
• M365 (required), Azure/AWS, Jira, Salesforce, Cloudflare, DNS, Cisco Meraki
• Proven experience in vendor and service provider management, including contracts, SLAs, and performance reviews.
• ITIL-based operations experience (incident, problem, change management).
• Strong troubleshooting, analytical, and documentation skills.
• Excellent communication and leadership capabilities.
• Ability to perform under pressure in a fast-paced environment.