IT Operations Lead

Duties and Responsibilities

• Service Desk
• ● Ensure the Service Desk is the primary point of contact for client interactions, ensuring effective representation of the company
• ● Lead and manage the operations team, fostering a culture of excellent customer service
• ● Oversee day-to-day operations, including triage, queue management (L1 and L2), and ticket dispatch
• ● Implement and adhere to IT Service Management best practices (e.g., ITIL, IT4IT), managing the service catalogue and ensuring consistent, high-quality service delivery
• ● Develop and refine processes for efficient service, including on/offboarding, asset management, and knowledge management systems.
• ● Monitor performance metrics and service level agreements (SLAs) to identify and enact continuous improvement strategies.
• ● Plan and coordinate out-of-hours support to ensure comprehensive service coverage
• ● Conduct regular strategy reviews and team meetings to address ongoing issues and adapt to evolving business needs
• ● Manage team capacity, budget, and external vendor relationships effectively ● Respond to IT emergencies and crises, maintaining business continuity
• Continuous Improvement
• ● Lead the testing and implementation of new internal applications and operational processes to enhance service desk efficiency
• ● Proactively seek and implement strategies to elevate user support, addressing client needs and concerns effectively
• ● Ensure the service desk is equipped with the appropriate, up-to-date tools and technologies, optimising their use for peak operational performance ● Stay informed about the latest IT technologies and industry trends, integrating relevant advancements into service desk operations
• ● Establish a robust feedback mechanism between the operations and project teams, facilitating a culture of continual service enhancement
• ● Perform reviews of IT industry developments and best practices, ensuring the service desk remains at the forefront of technological and procedural advancements.
• ● Collaborate with cross-functional teams to streamline interdepartmental processes and improve overall service delivery
• ● Develop and maintain a knowledge base of best practices, lessons learned, and innovative solutions to enhance team capability and service quality
• LMA (Lead Manage Accountability)
• ● Regularly conduct one-on-one meetings with IT operations team members to discuss performance, address concerns, and provide targeted guidance ● Act as a mentor to the team, nurturing their professional growth and fostering a strong sense of team cohesion and long-term working relationships ● Oversee comprehensive performance evaluations for IT operations engineers, identifying areas for development and recognising achievements
• ● Continuously assess and enhance employee satisfaction through active listening, responsive coaching, and effective problem-solving
• ● Encourage and facilitate continuous learning and upskilling within the team
• ● Develop and implement individualised career progression plans for team members, tailored to align with both their personal aspirations and professional objectives
• HR and Team Development
• ● Lead the recruitment process, staff induction, and comprehensive training programs to build a skilled and efficient team
• ● Clearly define and regularly review roles and responsibilities within the team to ensure clarity and focus
• ● Cultivate a positive, collaborative work environment that promotes a culture of high performance and mutual respect
• ● Actively collect and implement team feedback to improve processes and work conditions
• ● Champion team collaboration and knowledge sharing, fostering an atmosphere of continuous learning and problem-solving
• ● Address and resolve conflicts within the team and in client interactions, maintaining a harmonious and productive work environment
• ● Oversee professional development initiatives, including regular internal and external training to enhance team competencies
• ● Conduct skill gap analyses and implement targeted training or cross-training to ensure a versatile and adaptable team
• ● Organise regular team-building activities to boost morale, enhance cohesion, and reinforce a supportive team dynamic
• ● Manage daily HR responsibilities, including stress management and overtime planning, to ensure a healthy work-life balance for the team
• Account Management
• ● Proactively maintain and enhance long-term client relationship, ensuring ongoing satisfaction and partnership growth
• ● Conduct Monthly Service Reviews, providing comprehensive updates on service level agreements (SLAs), team performance, and notable achievements ● Efficiently manage client feedback, including compliments and complaints, ensuring responsive and constructive handling of all client interactions ● Develop client reports and dashboards to provide transparent and regular updates on service metrics and value delivery
• Skills and Experience
• ● Advanced proficiency in IT Service Management, with a deep understanding of best practices like ITIL and IT4IT
• ● Strong leadership skills in people management, including team building, motivation, and fostering a high-performance culture
• ● Strategic acumen in setting direction and developing actionable plans that align with organisational goals
• ● Exceptional communication skills, adept at influencing and persuading various stakeholders effectively
• ● Proven track record in driving continual service improvement programs, demonstrating measurable enhancements in service delivery.
• ● Experienced in mentoring and coaching, with a focus on professional development and skill enhancement
• ● Inspirational leadership, capable of leading by example and setting a positive tone for the team
• ● Superior time management abilities, coupled with a capacity for effective delegation and workload balancing
• ● Skilled in planning and prioritisation, ensuring efficient workflow and timely completion of objectives
• ● Analytical mindset, capable of dissecting complex issues and devising data-driven solutions
• ● Proficiency in conflict resolution and negotiation, adept at navigating challenging situations and maintaining harmonious team dynamics
• ● Technological savvy, with a keen understanding of current and emerging IT technologies and their application in improving service efficiency
• ● Capacity for critical thinking and decision-making under pressure, maintaining clarity and focus in fast-paced environments
• ● Financial acumen, including budget management and cost optimisation, ensuring effective resource utilisation
• Personal Qualities
• ● Resilience and composure under pressure, adept at maintaining focus and efficiency in high-stress situations
• ● A strong commitment to quality, consistently striving for excellence in all aspects of service delivery
• ● Customer-centric approach, prioritising client satisfaction and building strong, lasting relationships
• ● An effective team player and leader, skilled in fostering collaboration and driving ● team success
• ● Independence in work, capable of managing responsibilities and making informed decisions autonomously
• ● Practical judgement and initiative, able to anticipate needs and proactively address challenges
• ● Approachable and friendly demeanour, cultivating a positive and inclusive workplace atmosphere
• ● Exceptional attention to detail, ensuring accuracy and thoroughness in all tasks and projects
• ● Ambitious, with a clear desire for career advancement and continuous personal and professional development
• ● Adaptability, capable of adjusting to changing priorities and embracing new challenges
• ● Strong ethical standards and integrity, upholding company values and fostering trust
• ● Innovative mindset, continuously seeking opportunities for improvement and creative problem-solving
• ● Strong emotional intelligence, adept at understanding and managing one’s own emotions and empathetically interacting with others