IT Engineer Lead

Key Responsibilities:

Operational Leadership

1. Manage day-to-day operations of the AMP Device Provisioning team.
2. Ensure all device provisioning requests are completed accurately and within established SLAs.
3. Monitor operational performance and productivity metrics.
4. Balance workload distribution across team members to maximize efficiency and service quality.
5. Act as the first level escalation point for operational and technical concerns.

Team Management

1. Lead, coach, mentor, and develop Device Provisioning Engineers.
2. Conduct regular performance reviews, feedback sessions, and coaching activities.
3. Manage attendance, scheduling, time-off requests, and workforce adherence.
4. Support onboarding, training, and cross-training initiatives for new hires.
5. Foster a culture of accountability, collaboration, and continuous improvement.

Quality & Compliance

1. Ensure adherence to provisioning standards, security requirements, and operational procedures.
2. Perform audits and quality reviews of completed provisioning activities.
3. Identify process gaps and implement corrective actions.
4. Maintain documentation, SOPs, and knowledge base materials.

Qualifications:

Education

1. Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field preferred.
2. Equivalent work experience may be considered.

Experience

1. Minimum 3-5 years of experience in device provisioning, IT operations, technical support, or service delivery.
2. Minimum 1-2 years of leadership, supervisory, or team lead experience.
3. Experience managing KPI-driven operational environments.
4. Experience supporting enterprise mobility, device lifecycle management, or provisioning services is highly preferred.