What are the responsibilities and job description for the Information Technology Operations Lead position at Northern Biomedical Research Inc?
Job Description
Job Description
Role Summary
The Information Technology Operations Lead will build, implement and maintain day-to-day infrastructure and server operations. The position is responsible for overseeing the desktop support team in providing exemplary technical support to our business. The Information Technology Operations Lead is responsible for training, support and leading the internal and external team. Additionally, this role will manage the ticketing system, ticket escalation, KPIs and technical issues.
This is an exempt role with supervisory responsibilities.
Role Responsibilities
- Manage and support service desk and system per ITIL standards.
- Train team and users on help desk best practices and processes.
- Develop Services Desk policies, SOPs, and work instructions.
- Monitor tickets, escalations, SLAs and response to tickets and problems.
- Maintain IT Assets.
- Manage IT Inventory and Procurement process for the IT department.
- Develop and maintain a comprehensive operating system hardware and software configuration database / library of all supporting documentation.
- Conduct routine hardware and software audits.
- Ensure security of systems via maintaining computer level OS updates and security systems.
- Provide technical support.
- Comply with proper internal controls as necessary to conduct job functions and / or carry out responsibilities and / or administrative activities.
- Establish and build strong working relations and partnerships with Business Units and Senior Management
- Other duties as assigned
Role Requirements
Behavioral Expectations
Special Requirements
