Information Technology Operations Lead

Key Responsibilities

1. IT Operations Management

• Partner with IT leadership to manage daily operations, ensuring efficient and reliable support across the organization.
• Prioritize and manage helpdesk tickets and resource workflows, ensuring timely resolution and high user satisfaction.
• Collaborate with cross-functional departments (e.g., Finance, HR, Sales) to deliver tailored IT solutions.
• Serve as a strategic advisor on process optimization and technology adoption initiatives.
• Apply sound judgment to resolve complex operational issues swiftly and effectively.

2. Vendor and Asset Oversight

• Oversee relationships with technology vendors, ensuring high-quality service and timely delivery.
• Maintain comprehensive records of IT assets, licenses, and warranties.
• Support contract negotiations and manage service level agreements within budget constraints.

3. Software Management & Technical Support

• Administer and troubleshoot key software platforms, including Microsoft 365, Dynamics, and SharePoint.
• Deliver Tier 1 and 2 technical support; escalate advanced issues to senior staff or vendors as needed.
• Establish and enforce best practices for troubleshooting and support workflows.

4. Project & Change Management

• Coordinate the planning and execution of internal IT projects, keeping delivery on time and within scope.
• Track project milestones and prepare progress updates for stakeholders.
• Continuously assess systems and recommend innovative technology solutions.

5. Documentation, Training & Compliance

• Maintain up-to-date documentation for IT policies, procedures, and workflows.
• Lead training efforts during the rollout of key technologies to ensure smooth user adoption.
• Report on key IT metrics and contribute to compliance with security standards and regulatory requirements.

Qualifications & Skills

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related discipline (or equivalent experience).
• 3–5 years of experience in IT operations, coordination, or a similar technical support capacity.

Technical Proficiency

• Strong knowledge of Microsoft 365 administration (Teams, SharePoint, Exchange).
• Experience with Microsoft Dynamics CRM or Business Central is a major plus.
• Solid understanding of software management, technical troubleshooting, and foundational networking.

Leadership & Communication

• Proven ability to guide small teams and prioritize competing demands effectively.
• Excellent interpersonal and communication skills for collaborating with technical and business stakeholders.
• Strong decision-making capabilities under pressure.

Organizational & Analytical Strengths

• Exceptional project management skills with a keen eye for detail and deadlines.
• Analytical mindset with a proactive approach to identifying and resolving technical issues.

Attributes

• High degree of ownership and accountability.
• Flexible and adaptable in a fast-paced, evolving environment.
• Commitment to continuous learning and staying ahead of industry trends.