Lead Assistant Manager - IT Technical Support

Responsibilities

• Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
• Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users.
• Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
• Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
• Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
• Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
• Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
• Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
• Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
• Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.
• - Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation. - Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users. - Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication. - Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks. - Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team. - Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement. - Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management. - Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution. - Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users. - Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.