Key Responsibilities Lead and coordinate a team coveringHelpdesk (L1/L2)andSystems Administration (L2/L3)activities. Ensure day-to-day IT service operations, including incident, request, and problem management. Monitor performance, SLAs, workload distribution, and team productivity. Act as an escalation point for complex technical issues and critical incidents. Drive continuous improvement initiatives to optimize processes, tools, and user experience. Support IT infrastructure and workplace services (Windows environments, networks, identity, security, etc.). Coordinate onboarding/offboarding processes, access management, and IT asset lifecycle. Maintain clear documentation, reporting, and communication with internal stakeholders and management. Collaborate with other IT functions (Security, Infrastructure, Applications, Vendors) to ensure service stability and alignment.Required Skills & Experience Proven experience leading IT support and/or infrastructure teams. Strong knowledge ofIT service management(ITIL practices are a plus). Solid technical background inWindows environments, user support, and enterprise IT operations. Experience managing escalations, critical incidents, and stakeholder communication. Ability to structure and improve operational processes (SOPs, KB articles, reporting, etc.).Soft Skills Strong leadership and coaching skills Clear communication and stakeholder management High sense of ownership, organization, and accountability Ability to manage priorities in fast-paced environments