Information Technology Operations Team Lead

Job Title: Team Lead, Computer Operations Job Type: 12 Month Contract + potential ext

We're seeking a Team Lead, Computer Operations to oversee daily IT support operations. In this leadership role, you'll manage a team of IT support professionals, ensure timely incident resolution, drive process improvements, and help deliver exceptional technical support to end users across the organization.

If you have a strong background in Service Desk, Desktop Support, or IT Operations leadership and enjoy building high-performing teams, we'd love to hear from you.

• Lead and coordinate the daily activities of the IT support team.
• Prioritize and assign service requests, incidents, and operational tasks.
• Serve as the primary escalation point for complex technical and customer service issues.
• Monitor ticket queues, service trends, and SLA performance.
• Conduct quality assurance reviews to ensure consistent service delivery.
• Collaborate with IT leadership to improve workflows, processes, and customer satisfaction.
• Maintain documentation and contribute to the organization’s knowledge base.
• Coordinate audiovisual equipment setup and video conferencing support.
• Assist with IT asset and inventory management.
• Partner with infrastructure, security, and other IT teams to resolve enterprise-wide issues.
• Travel to remote locations as needed to provide technical support.

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent professional experience).
• Minimum of 5 years of experience in IT Operations, Service Desk, Help Desk, or Desktop Support within enterprise environments.
• Previous experience leading or supervising technical support teams.
• Experience working in multi-platform IT environments.
• Strong knowledge of IT service management principles, incident management, and customer support operations.
• Experience using enterprise ticketing systems such as Service Now or similar ITSM platforms.
• Excellent troubleshooting skills for desktop hardware and software issues.
• Strong organizational, communication, and leadership abilities.
• Ability to manage multiple priorities in a fast-paced environment.

• Service Now
• Microsoft Teams
• Microsoft Outlook
• ITIL-based service management
• SLA management
• Asset and inventory management
• Process improvement initiatives
• Knowledge base administration

We're looking for someone who has successfully led IT support teams and is passionate about improving service quality while mentoring technical staff. The ideal candidate is customer-focused, organized, calm under pressure, and experienced in balancing leadership responsibilities with hands-on operational support.