Operations Team Leader – IT Helpdesk

About the role

The Operations Team Leader – IT Helpdesk will lead, coach and develop a team of IT Support Representatives delivering Tier 1 and Tier 2 services, ensuring SLA/SLO compliance and operational excellence. The role combines technical expertise in enterprise IT infrastructure with people‑management to resolve complex escalations and drive continuous improvement.

Key responsibilities

• Set clear goals and expectations for the support team and provide real‑time feedback.
• Monitor queue health and performance using ServiceNow dashboards and reporting.
• Oversee creation and maintenance of Knowledge Base articles, Playbooks and SOPs.
• Collaborate with Operations management to eliminate recurring technical friction.
• Drive governance, engagement, performance metrics and process innovation.
• Participate in root‑cause analysis and strategic problem solving.

Required profile

• Proven experience in IT support environments.
• Strong leadership, interpersonal and people‑management skills.
• Excellent verbal and written communication abilities.
• Advanced analytical and problem‑solving capabilities.
• High emotional intelligence and ability to navigate ambiguity.
• Schedule flexibility.

Required skills

• Enterprise networking concepts (IP infrastructure, routing, wireless security protocols, VPN).
• Operating system troubleshooting: Windows, macOS, ChromeOS.
• ServiceNow dashboard creation, incident management and reporting.
• Jira ticketing and workflow management.
• Genesys contact‑center solutions.
• Hardware lifecycle management, network printer configuration and peripheral setup.
• Software deployment.
• Authoring technical Playbooks, SOPs and Knowledge Base articles.
• Google Workspace administration.
• CompTIA A+, Network+, Security+ certifications (optional).
• ITIL Foundation certification (optional).