The IT Operations Team Lead is a hands-on technical leader responsible for the day-to-day coordination, reliability, security, and continuous improvement of the organization’s IT operations and support services. Reporting to the Head of Information Technology / CISO, this role leads a team of technical resources while remaining actively involved in escalated support, infrastructure administration, cloud services, networking, endpoint management, and operational security.

The Team Lead establishes clear priorities, promotes consistent service-management practices, develops team capability, and ensures that incidents, service requests, changes, maintenance activities, vendor engagements, and operational risks are managed effectively. The role works closely with business stakeholders, IT colleagues, and third-party providers to maintain dependable technology services across a multi-site workplace.

Key Accountabilities

People Leadership and Team Coordination

- Provide day-to-day leadership, work direction, coaching, and support to technical team members across infrastructure, cloud, networking, systems administration, and end-user support.
- Assign and balance operational work based on priority, risk, complexity, capacity, and business impact; monitor progress and remove delivery obstacles.
- Conduct regular team check-ins and one-on-one meetings, provide timely feedback, support development plans, and contribute to performance and recruitment processes in partnership with the Head of IT/CISO.
- Promote accountability, respectful collaboration, knowledge sharing, cross-training, and effective succession coverage for critical operational responsibilities.
- Ensure team members follow approved policies, standards, procedures,



security controls, and change management practices.
- Serve as the first point of leadership escalation for workload, service quality, operational coordination, and technical support concerns.

IT Service Management and Support Operations

- Oversee the daily operation of the IT service desk and technical support function, ensuring incidents and service requests are accurately logged, classified, prioritized, assigned, resolved, and documented.
- Monitor service levels, ticket aging, recurring issues, customer experience, and operational trends; initiate corrective actions and communicate material risks or service impacts.
- Coordinate major incident response, technical escalations, stakeholder communications, service restoration, root-cause analysis, and follow-up actions.
- Maintain and improve operational procedures, knowledge articles, runbooks, support documentation, escalation paths, and service ownership information.
- Coordinate onboarding, offboarding, access changes, equipment deployment, software licensing, asset inventory, and life cycle activities.
- Champion practical ITIL-aligned incident, request, problem, change, configuration, and knowledge-management practices.

Infrastructure, Cloud, Network, and Endpoint Operations

- Provide hands-on administration and senior-level support for Microsoft 365, Microsoft Azure,



Microsoft Entra ID, Intune/Endpoint Manager, SharePoint Online, Power Platform, and related cloud services.
- Coordinate the configuration, monitoring, maintenance, and troubleshooting of LAN/WAN connectivity, wireless networks, firewalls, VPNs, servers, storage, virtualization platforms, backup systems, telephony, and collaboration technologies.
- Ensure daily infrastructure health checks, event and capacity monitoring, vulnerability remediation, endpoint and infrastructure patching, backup verification, and recovery testing are completed and documented.
- Lead or support technical changes, upgrades, deployments, migrations, integrations, and infrastructure improvement initiatives using appropriate planning, testing, rollback, and documentation controls.
- Provide advanced troubleshooting for escalated incidents and engage internal specialists or third-party providers when additional expertise is required.
- Maintain accurate inventories of hardware, software, licenses, cloud resources, administrative accounts, and key configuration information.

Security, Risk, and Operational Resilience

- Operate IT services in alignment with organizational cybersecurity policies, architecture standards, access-control requirements, and risk-management expectations.
- Support security incident triage, containment, investigation, recovery, evidence preservation, and escalation under the direction of the Head of IT/CISO.
- Coordinate vulnerability remediation, secure configuration, privileged-access practices, identity life cycle controls, endpoint compliance, and security monitoring within IT Operations.
- Maintain operational readiness

📌 IT Operations Team Lead (King City)
🏢 Robert B. Somerville
📍 King City