Lead and manage the Site IT team to deliver reliable, responsive, and customer-focused support for the RGE office, meeting SLA commitments and driving a positive end-user experience across business units and groups.
Build stakeholder relationships, understand business and user requirements, and translate them into practical IT solutions that improve productivity, usability, and service satisfaction.
Provide hands-on leadership in end-user computing and support operations, including troubleshooting and managing Citrix, desktops, laptops, Microsoft 365 applications, AI tools, meeting room technology, network and internet services, IT devices, and site-based applications to ensure reliable day-to-day user support.
Ensure all IT cybersecurity compliance metrics and remediation actions are addressed in a timely manner to maintain a secure, stable, and efficient environment for end users and business operations.
Manage relationships with third-party vendors to ensure high service quality, timely issue resolution, responsiveness, and operational continuity for end users and the site.
Maintain accurate IT inventory records and oversee asset lifecycle management to ensure proper tracking, utilization, and replacement planning.
Develop, implement, and continuously improve IT support procedures, service standards, and operational best practices to enhance efficiency, consistency, and user satisfaction.
Plan, manage, and monitor the site IT budget while ensuring prudent cost control and effective resource allocation.
Keep the team up to date on technology trends and organizational developments so they can provide informed, proactive, and effective support for evolving business and end-user needs.
Job Requirements
Bachelor's degree in Information Systems, Computer Science, or a related field.
Minimum 15 years of working experience, including at least 10 years in a technical team lead role managing IT environments.
Hands-on experience in end-user computing, including Citrix environments, desktop and laptop deployment, troubleshooting, and meeting room technology support.
Experience supporting, enabling, and training users on Microsoft 365 applications and services to improve adoption and workplace productivity.
Familiarity with AI tools such as Microsoft Copilot and their practical use in the workplace.
Experience installing, configuring, and maintaining physical server hardware and related network equipment is an added advantage.
