IT Operations Team Leader

Key Responsibilities:

• Supervise, mentor, and monitor Support Engineers and their performance.
• Track KPIs, ticket SLAs, and operational metrics; identify areas for improvement.
• Manage team schedules, leaves, DTRs, payroll requirements, and operational activities.
• Ensure compliance with company policies and client SLAs.
• Coordinate with clients and internal departments to resolve operational concerns and escalations.
• Lead monthly meetings, prepare reports, and develop action plans.
• Oversee team inventory, tools, system access, and onboarding/offboarding requirements.
• Provide coaching and performance improvement support when needed.
• Administer ticketing tools and assist with technical support, user access, and data validation.