★ PLEASE SUBMIT YOUR CV IN ENGLISH ★ IT Operations Lead Location: Remote Reports to: Director of Information Technology Employment Type: Full-time Position Summary The IT Operations Lead will serve as the primary technical escalation point for our IT support team and lead operational IT projects across a predominantly cloud-based Microsoft 365 infrastructure. This role combines hands-on technical troubleshooting with leadership in process improvement, project delivery, and team mentorship. The ideal candidate brings strong technical acumen, experience with ITIL best practices, and a collaborative, service-oriented mindset. Key Responsibilities - Act as the senior escalation point for complex technical issues impacting users, cloud services, and operational systems. - Lead and mentor the technical support team, providing guidance, training, and performance feedback. - Manage and deliver IT operational projects, including cloud migrations, system upgrades, and process improvements. - Oversee day-to-day IT operations: service desk, user support, incident management, and change management. - Collaborate with business units to understand requirements and ensure IT services align with organizational objectives. - Develop, document, and enforce IT policies, procedures, and standards, with a focus on ITIL and continuous improvement. - Monitor and report on key IT service metrics, identifying trends and recommending solutions. - Ensure the security, integrity, and high availability of cloud-based infrastructure and data. - Coordinate with vendors and external partners for support, procurement, and project delivery. - Participate in on-call rotation and respond to critical incidents as needed. Qualifications - 5+ years of experience in IT support, operations, or systems administration roles, with at least 2 years in a team lead or escalation capacity. - Strong technical knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD, and cloud-based IT environments. - Experience with ITIL processes and service management frameworks (certification preferred). - Demonstrated ability to lead IT projects from conception to completion. - Solid understanding of networking, security best practices, and identity management. - Excellent troubleshooting, analytical, and problem-solving skills. - Strong interpersonal and communication skills; able to translate technical concepts to non-technical audiences. - Experience in oil and gas or other industrial sectors is a plus. - Relevant technical certifications (e.g., Microsoft, ITIL, CompTIA, etc.) are highly desirable. Preferred Skills - Experience with automation, scripting (PowerShell), or process optimization. - Exposure to hybrid cloud environments and integration with legacy systems. - Familiarity with compliance requirements relevant to oil and gas or regulated industries. This is a remote/telecommute position.