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IT Operations Lead

2 months ago

Waltham, Massachusetts, United States Maitsys Full time

Maitsys is seeking a meticulous and proactive IT Operations Lead with a strong emphasis on desktop support to oversee our IT operations team. This position is crucial for maintaining the efficiency of our desktop environment, delivering technical assistance to users, and managing the overall IT infrastructure operations. The ideal candidate will merge hands-on technical knowledge in desktop support with leadership capabilities to guide a team of IT specialists.

Key Responsibilities:

  • Management of Desktop Support: Supervise and provide direct support for desktops, laptops, peripherals, and mobile devices throughout the organization.
  • Oversight of IT Infrastructure: Ensure the upkeep and support of IT infrastructure elements, including servers, networking devices, and telecommunication systems.
  • Technical Guidance: Direct a team of desktop support technicians, offering mentorship, training, and assistance to guarantee prompt resolution of technical challenges.
  • Support for End-Users: Act as an escalation point for intricate technical issues and deliver outstanding customer service to users.
  • IT Security and Compliance: Develop and enforce IT security protocols and procedures to safeguard company data and ensure adherence to regulatory standards.
  • Vendor Coordination: Collaborate with external vendors and service providers to acquire IT equipment, services, and support as necessary.
  • System Administration Duties: Execute system administration responsibilities such as user account management, software installations, and configuration oversight.
  • Project Leadership: Manage IT projects related to desktop upgrades, software rollouts, and infrastructure improvements.
  • Documentation and Reporting: Keep precise documentation of IT systems, processes, and user manuals. Produce reports on system performance and incident resolution metrics.

Qualifications:

  • A minimum of 10 years of experience in IT operations management with a concentration on desktop support and user services.
  • Strong technical skills in desktop operating systems (Windows, macOS), office productivity tools (Microsoft Office, Google Workspace), and desktop hardware.
  • Experience with desktop deployment tools (e.g., SCCM, Jamf) and remote support technologies.
  • Exceptional leadership and communication abilities, with the capacity to lead and mentor a team of IT professionals.
  • Familiarity with the ITIL framework and best practices in IT service management.
  • Relevant certifications are advantageous.