IT Lead

Responsibilities

• Lead and manage the IT department, including a team of IT support staff, to meet the operational requirements of the call center.
• Manage and oversee the Hardware Asset Management for the Call Center.
• Actively manage the endpoints by monitoring performance, analyzing logs, and troubleshooting issues to ensure high system availability
• Ensure that the Call Center’s IT environment is in accordance with company security guidelines.
• Investigate and resolve escalated support requests from end-users.
• Configure IT components like networking, telecommunication systems, and security services.
• Perform daily system monitoring, verifying the integrity and availability of all hardware and systems.
• Maintain operation, configuration, or other policies and procedures as instructed.
• Create and maintain comprehensive documentation for all troubleshooting procedures.
• Coordinate work with IT Operations teams in other locations to ensure seamless support and operations.
• Provide global LVL2/3 support with the team during their respective time zones to ensure continuous follow-the-sun support for Global IT Operations.

Qualifications

• Bachelor’s degree in computer science or related field.
• 4+ years of experience in managing IT infrastructure, including phones, network, printers, and desktop systems.
• Experience operating with VDI (AVD preferred).
• Extensive experience with LAN, WLAN, and virtual networking (CCNA or equivalent a plus).
• Extensive experience with M365, DNS, and mail flow.
• Experience working within an ITIL Framework.
• Extensive experience configuring, assessing, and troubleshooting Voice over IP solutions (Teams/Genesys/Polycom).
• Ability to identify trends, risks, and make recommendations.
• Unique combination of attention to detail, excellent organization skills, creativity, and out-of-the-box thinking.
• Excellent problem-solving skill set and ability to work under pressure.