Corporate IT Lead - Global

About the role

The Corporate IT Lead will innovate and grow Corporate Information Technology Services and improve processes globally.

Responsibilities

• Support Windows, Mac, Android, IOS environments and Linux environments
• Support VDI, Desktop and Laptop environments
• Support M365/Intune/Azure, Jira/Confluence, ServiceNow
• Lead/mentor a team of support engineers; take ownership of managing day to day BAU activities
• Develop a team culture of analysing issues and identifying root cause
• Build/drive a process-based culture. Own knowledge management (runbooks, troubleshooting guides)
• Establish metrics - KPIs/SLAs and build reports to measure the effectiveness of the team and operational efficiencies, run service reviews and drive continuous improvements
• Manage Major Incident, Incident, Problem and Change processes end-to-end (including RCAs and CAB coordination)
• Manage Corporate IT projects including planned upgrades, tooling rollouts and patching
• Manage vendors and third-party support relationships
• Own budget planning and spend tracking for end-user and service operations
• Partner with InfoSec and application teams to maintain stable, secure services
• Communicate system issues, outages and business risks, including planned downtime and mitigations
• Conduct research to make evaluations and recommendations
• Be able to determine the appropriate technical tool to address the client's business needs
• Ensure compliance with policies, procedures and regulations to ensure sound business operations

Requirements

• Degree in Engineering or Computer Science, or an equivalent combination of training and experience
• Management experience of a global team
• Solid experience in the Desktop Support and or System Engineering
• ITIL Intermediate Certification
• Strong ITIL and Process Design Experience
• Experience with and/or administrative Skills in the following: M365 including Teams Telephony, ServiceNow, Jira, Confluence
• Administering other resources such as Windows
• Enterprise Server and Linux
• Strong customer service and orientation
• Excellent analytical and problem-solving skills
• Excellent written and oral communication skills
• Strong Project management experience
• Ability and Experience on Premise and Remote Desktop and Applications Support