IT Operations Team Lead

Job Summary

IT Operations Team Lead, a full-time position responsible for overseeing IT support operations, managing ticket queues, and serving as a senior escalation point for complex issues in a hybrid work environment.

Key Responsibilities

• Serve as a senior escalation point for complex IT issues, providing hands-on support
• Own the health and performance of the IT Operations queue, ensuring SLA targets are met
• Define and improve support processes, documentation, and knowledge base content

Required Qualifications

• 4-6 years of experience in IT support or systems administration, with 1-2 years in a senior role
• Strong troubleshooting skills across macOS, Google Workspace, and common enterprise SaaS applications
• Experience in IT service management, including ticket lifecycle management and SLA tracking
• Working knowledge of access management fundamentals, including SSO and MFA
• Familiarity with data handling requirements in regulated environments, preferably healthcare