Job Description

Job Description

Job Description

Role Summary The IT Leader provides strategic oversight and day-to-day leadership for IT staff while acting as the primary technical liaison for customers. This role ensures operational efficiency, translates business needs into technical solutions, and builds trust-based client relationships.

Core Responsibilities

• Team Leadership: Supervise Help Desk Technicians, fostering a culture of accountability and mentorship while managing performance evaluations and ongoing training.
• Client Management: Conduct regular business reviews, translate business needs into technical priorities, and serve as the escalation point for complex customer issues.
• Service Operations: Ensure timely service delivery and SLA adherence by monitoring ticket flows and maintaining accurate client-specific documentation and reporting.
• Projects & Strategy: Lead infrastructure upgrades and project implementations, ensuring they are delivered on time and within budget. Develop annual IT roadmaps that align innovation with client goals.
• Asset & Budget Oversight: Manage hardware/software lifecycles and inventory, coordinating procurement with finance to maximize investment value

Requirements & Qualifications

Experience

• 5+ years of experience in IT Service Delivery or a similar technical role, with at least 2+ years in a leadership or supervisory capacity (managing Help Desk technicians or technical teams).
• Proven experience in Client Relationship Management or Account Management 

Soft Skills & Competencies

• Strategic Thinking: Ability to develop annual IT roadmaps and align technology with client business goals.
• Communication: Exceptional verbal and written communication skills for conducting business reviews (QBRs) and handling high-level escalations.
• Problem Solving: Strong analytical skills to diagnose service delivery issues and implement continuous improvement initiatives.

Education & Certifications (Preferred)

• Bachelor’s degree in Information Technology, Business Administration, or related field (or equivalent experience).
• ITIL Foundation certification (demonstrating understanding of service delivery standards).
• Project Management certification (PMP or CAPM) is a plus.
• Relevant technical certifications (e.g., CompTIA, Microsoft, Cisco) are advantageous.

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