Key Responsibilities
* Lead and coordinate a team covering Helpdesk (L1/L2) and Systems 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 of IT service management (ITIL practices are a plus).
* Solid technical background in Windows 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