Technology Specialist - IT Service, Support and Operations

Key Responsibilities:
* IT Operations Management:
o Monitor and maintain IT infrastructure, including servers, networks, endpoints, and assets.
o Ensure compliance with organizational standards and security policies.
* People Management:
o Lead and mentor IT operations team members, ensuring optimal performance and professional growth.
o Manage shift schedules, leave planning, and team utilization.
* Process & Service Management:
o Implement and adhere to ITIL best practices for incident, problem, and change management.
o Track and ensure SLA compliance for all IT service requests and incidents.
* Tools & Technology:
o Manage ticketing systems such as ServiceNow (SNOW) for efficient workflow and reporting.
o Oversee asset lifecycle management, including onboarding, allocation, and disposal.
* Infrastructure & Network:
o Maintain and troubleshoot servers, network devices, and connectivity issues.
o Ensure proper cabling, labeling, and documentation for all IT assets.

* Continuous Improvement:
o Identify opportunities for process optimization and automation.
o Drive initiatives for improving IT service quality and user experience.
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Required Skills & Qualifications:
* Proven experience in IT operations and infrastructure management.
* Strong knowledge of ITIL framework and its practical implementation.
* Hands-on experience with ticket management tools (e.g., ServiceNow).
* Expertise in endpoint management, asset management, and network/server administration.
* Excellent leadership, communication, and problem-solving skills.

Role Overview:
The IT Operations lead will be responsible for overseeing day-to-day IT operations, ensuring seamless service delivery, and managing a team of IT professionals. This role requires strong technical expertise, leadership skills, and a deep understanding of ITIL processes and enterprise tools.