IT Operations Team Lead Position Overview An IT Operations Team Lead oversees day‑to‑day IT support and infrastructure operations in a fast‑paced, high‑availability environment. The role combines service desk leadership, technical escalation management, and infrastructure support oversight to ensure seamless IT service delivery across end‑user computing, connectivity, and core operational systems. The successful candidate will lead a technical support team, manage incidents, and maintain strong service levels. Working Pattern 37.5 hours per week with flexibility based on operational requirements Rotational shifts (Monday–Sunday) Occasional travel and on‑site support may be required Key Responsibilities Lead and support a team responsible for day‑to‑day IT operations, technical support, and incident management Manage support queues, workload allocation, escalations, and SLA performance across operational support functions Act as a senior escalation point for complex technical, connectivity, and infrastructure‑related issues Coordinate operational response to business‑critical incidents and ensure timely resolution within defined service levels Oversee support across Active Directory and user administration, Windows laptops and desktop environments, endpoint and peripheral devices, MFA and authentication platforms, WiFi, network connectivity, and basic infrastructure troubleshooting, printers and operational hardware Monitor operational performance, incident trends, and service delivery standards Collaborate with infrastructure, networking, security, and third‑party support teams to resolve operational issues Provide coaching, mentorship, and technical guidance to support staff and junior team members Support root cause analysis, problem management, and continuous service improvement initiatives Ensure operational processes, escalation procedures, and support standards are consistently maintained Assist with operational reporting, documentation, and performance management activities Maintain a strong customer‑focused approach while operating within a high‑volume support environment Candidate Qualifications National Senior Certificate (NSC) or equivalent qualification 3–6+ years of experience within IT Support, Service Desk, Technical Operations, or IT Operations environments Previous experience in a Team Lead, Escalation Lead, Senior Support, NOC Lead, or Shift Lead role Strong hands‑on troubleshooting experience across end‑user, operational, and connectivity environments Good understanding of Active Directory, Windows operating systems, networking fundamentals (TCP/IP, DNS, WiFi), endpoint and device support, authentication and MFA platforms, and incident and escalation management processes Experience managing operational incidents, support queues, escalations, and SLA‑driven environments Ability to balance technical troubleshooting with operational coordination and team leadership responsibilities Strong communication, organisational, problem‑solving, and stakeholder management skills Experience working within fast‑paced, high‑availability operational environments Nice to Haves Exposure to enterprise, MSP, telecom, retail, logistics, FMCG, or multi‑site operational environments Experience supporting POS, EPOS, or store‑critical operational systems Familiarity with networking technologies such as Meraki, Cisco, Aruba, or similar platforms ITIL Foundation certification or exposure to IT service management frameworks Exposure to infrastructure operations, NOC environments, or operational support centres Vendor certifications or technical training (Microsoft, Dell, HP, networking certifications, etc.) Experience supporting geographically distributed or national operations Exposure to monitoring, operational reporting, or service delivery improvement initiatives Conditions of Employment Must be authorized to work in the country where the job is based Must be willing to submit to a Level II background and/or security investigation with a fingerprint (contingent on results) Must be willing to submit to drug screening (contingent on results) Physical Requirements The job operates in a professional office environment. Employees will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. Regular use of office equipment such as phone, copier, and printer is required. Employees may occasionally be required to move about the office, reach in any direction, raise or lower objects, and move or exert force up to 40 pounds. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. Please contact Human Resources if reasonable accommodations are needed. Diversity and Equality MCI embraces differences and is committed to a diverse and equal‑opportunity work environment. MCI maintains a work environment free from discrimination and offers reasonable accommodation. This policy applies to all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. #J-18808-Ljbffr