What are the responsibilities and job description for the IT Operations Lead position at Novotech?
About the Role
The IT Operations Lead works within the IT department as a Team Lead for the Novotech IT Service Desk. The IT Operations Lead is part of a group of lead roles, which are focused on specific regions for line management and business stakeholder management, while providing globalized support to customers from all areas of the business. The IT Operations Leads are expected to represent their region through to the various IT Operational forums to ensure local needs are considered and incorporated into a standardized global method of service delivery. To deliver on standardization requirements, the IT Operations Lead must have a functional understanding of Knowledge Management.
Responsibilities
- The IT Operations Lead will typically be line managing Service Desk team members, but regional requirements may expand this to more specialised team members.
- The IT Operations Lead will be expected to provide support directly to end users in addition to the management of their team and local stakeholder management.
- Service desk team provides efficient and effective responses in line with SLAs to Requests and Incidents. The IT Operations Lead is expected to identify and highlight risks to achieving the SLAs, devise and implement plans to remediate those risks, as well as identification of customer requirements not addressed by SLAs.
- The IT Service Desk is the primary interface between the business and the rest of IT. As such, all team members must demonstrate effective collaboration skills to both uphold company processes and deliver quality services to our internal and external customers.
- The IT Operations Lead may also run projects in their region depending on the initiatives they have identified themselves, or the demands of the business.
Experience and Qualifications
- Bachelor's Degree in Computing is preferred
- 5 years of IT industry experience; Minimum of 2 years in a supervisory or business analyst role in an external professional IT environment
- Strong skills in MS office, Active Directory, Exchange user management
- ITIL Foundations certified
- Holds at least one technical certification, preferably Azure, Sharepoint, or Microsoft Desktop related
- Experience running performance reviews, or other direct line management activities is desirable
- Six Sigma or other process improvement focused certification is desirable
Salary Band - IT Operations Lead: $90,000 to $120,000 USD - Salary offered will be based on candidate's experience level.
Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect.
Our team members are passionate about what we do, but we understand work is only one of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs.
We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ , have a disability or have caring responsibilities.
We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to talking to you about working at Novotech.
Salary : $90,000 - $120,000