Permanent IT Support Team Lead (Service & Ops) – Mr Price Vacancies
Job Description
Mr Price Vacancies – IT Support Team Lead (Service & Ops)
Mr Price is seeking an experienced IT Support Team Lead (Service & Ops) to join our technology division. This pivotal role involves overseeing the operation of systems by monitoring, logging, troubleshooting, escalating, and reporting critical jobs, data transmission, and environmental threats (such as power outages, floods, and fires). The primary objective is to drive IT stability, minimize downtime, and ensure all processes are completed efficiently and effectively.
Responsibilities
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Team Management: Communicate and prioritize workflow and expectations for direct reports within the monitoring and data processing team to achieve set targets and distribute work equitably. Responsibilities include monitoring systems and data processing, providing coaching, mentoring, and ongoing feedback, as well as managing project requests, service requests, and incident and problem management.
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Stakeholder Engagement: Provide feedback to the technology team on the status of incidents and problems, and communicate root cause analyses (RCAs) to key stakeholders. Prioritize and direct the workflow of incidents to direct reports in the monitoring and data processing team. Collaborate with the team to identify patterns in logged incidents and implement plans to reduce repeat occurrences. Ensure that all root cause documents are produced and future mitigations are tracked to completion as per the process.
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Incident and Problem Management: Prioritize and direct the workflow of incidents to direct reports in the monitoring and data processing team. Work with the team to identify patterns in logged incidents and implement plans to reduce repeat occurrences. Ensure that all root cause documents are produced and future mitigations are tracked to completion as per the process. Drive delivery from vendors to align with support deliverables for the end-user compute department.
Qualifications
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Relevant Diploma or Degree in IT
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3–5 years of experience in the following areas:
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Technical IT experience in server and data monitoring roles
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Managing a team (performance, career development, leave, rosters, etc.)
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Vendor and business stakeholder liaison
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Innovating solutions and enhancing team efficiencies and skills
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Resolving in-depth problems to ensure stability in these environments
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Additional Information
While your hours would be normal office hours, the team you would be managing works day/night and weekends, so there would be an expectation to be on call.
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