Information Technology Lead

Position Overview

The Information Technology Lead is accountable for the reliability, security, and efficient management of the company's IT services, systems, devices, networks, user access, software subscriptions, and technology assets. This role supervises daily IT support operations and collaborates closely with internal teams such as vendors, procurement, finance, and cybersecurity.

Key Responsibilities

• Oversee the IT service desk, address user support inquiries promptly, and resolve routine technical problems to meet service timelines.
• Manage employee user accounts and access rights throughout onboarding, transfers, and offboarding processes.
• Administer Microsoft 365 platforms including licensing, mailboxes, device management, policies, and coordinate with resellers.
• Handle the complete lifecycle for IT hardware, including setup, maintenance, replacement, and proper disposal of computers, peripherals, and related equipment.
• Maintain a precise and up-to-date IT asset register with tagging, ownership tracking, audits, and compliance documentation.
• Manage and upkeep office and retail IT infrastructure components such as Wi-Fi, network devices, surveillance systems, firewalls, cabling, printers, and telephony systems.
• Engage with IT vendors and support procurement tasks including quotation gathering, supplier recommendations, delivery monitoring, invoice processing, payment coordination, and renewals in cooperation with Procurement and Finance teams.
• Administer software subscriptions, licensing renewals, IT budget oversight, and associated financial settlements.
• Partner with the Cybersecurity team to coordinate endpoint security measures including updates, patch deployments, antivirus management, and response to security alerts.
• Identify, record, and track IT risks ensuring thorough documentation and completion of remedial actions.
• Ensure IT process compliance by maintaining service management documentation covering helpdesk activities, asset controls, and security policies.
• Support managed IT service delivery to external clients in liaison with the Services Department.
• Generate weekly IT performance reviews, KPI dashboards, and reports on tickets, assets, licensing, compliance, risks, and service effectiveness.
• Collaborate with various departments such as Digital Transformation, Infrastructure & Cloud, AI, Development, Project Management, and Wallet teams regarding access management, onboarding, systems integration, and operational support.

Qualifications & Requirements

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related disciplines.
• At least 4 to 6 years of hands-on experience in IT support, systems administration, or operations roles.
• Proficient in Microsoft 365 administration, user access controls, device management, and IT asset oversight.
• Solid understanding of networking technologies including Wi-Fi, firewalls, CCTV systems, printers, telephony, and general office IT infrastructure.
• Knowledgeable in cybersecurity essentials such as patch management, endpoint protection, risk documentation, and IT governance controls.
• Experienced in coordinating with IT vendors and managing procurement processes for subscriptions, invoicing, and renewals.
• Strong skills in troubleshooting, effective communication, detailed documentation, task prioritization, and stakeholder engagement.
• Preferred experience working within multi-location setups, retail environments, service industries, or fast-paced business contexts.