IT Infrastructure Lead

Role Overview

• Lead the end-user support function (desktop/laptop/networking) within IT.
• Adhere to the ITIL framework for incident and problem management.
• Lead a team of desktop and network engineers.
• Support helpdesk operations, including ticket management, problem management, and SLA management with vendors and internal stakeholders.
• Ensure up-to-date OS patching across all end-user devices.
• Enforce strict adherence to access management processes.
• Provision devices (laptops/desktops) for end users with appropriate security standards and hardening.
• Ensure timely resolution of IT security vulnerabilities in coordination with the security team and end users.
• Manage the inventory of all corporate-purchased or leased hardware, peripherals (desktops, laptops), and software assets.
• Maintain and report hardware/software inventory and license compliance to top management.
• Periodically perform physical asset verification across all Liberty branches.
• Use root cause analysis to reduce repeated incidents via effective problem management.
• Manage the budget for the end-user support function within IT.
• Interact with internal customers and manage expectations to enhance service delivery.

Experience & Skills

• Minimum 10 years of experience in desktop/laptop support with at least 3 years in a team management/leadership role.
• Hands-on experience with Microsoft 365, MS Exchange, Active Directory, Windows desktop operating systems, OS imaging, and automated OS security patching.
• Good understanding of networking technologies and fundamentals.
• Strong fluency in written and spoken communication.
• Microsoft Certified Professional is preferred.

Qualifications

• Graduate or B.E. degree
• ITIL Certification is a must