The IT Operations Lead will manage daily IT operations, ensuring the stability, performance, and security of the infrastructure while delivering senior-level support (2nd/3rd level). This position is crucial for enhancing operational efficiency and guiding the IT helpdesk team with an emphasis on exceptional customer service and continuous improvement. This role is perfect for an individual with extensive experience in systems and networking who is ready to advance into a managerial position while remaining hands-on, overseeing one direct report within the service desk. Key Responsibilities: Leadership & Team Management: Lead, mentor, and support the IT helpdesk team. Conduct performance evaluations and foster team collaboration. Infrastructure Management: Manage the installation, configuration, and maintenance of networks, hardware, and applications. Implement disaster recovery and backup strategies to ensure business continuity. Incident & Problem Management: Resolve complex technical issues, minimizing business disruption. Perform root cause analysis and implement preventive measures. Process Improvement: Identify and implement process improvements and automation for efficiency. Monitor and report on helpdesk ticket trends. Security & Compliance: Ensure compliance with internal policies and industry security standards. Recommend and implement security measures for IT systems and data protection. Vendor & Stakeholder Management: Manage relationships with IT vendors and service providers. Collaborate with departments to deliver IT solutions that align with business goals. Project Management: Lead IT projects, ensuring resource allocation and timely project delivery. Develop project plans and collaborate with stakeholders to ensure success. Qualifications: Education: Bachelor's in IT, Computer Science, or related field (or equivalent work experience). Relevant certifications (e.g., ITIL, PMP) preferred. Experience: 5 years in IT operations, with 2 years in leadership, ideally in the retail sector. Technical Skills: Strong knowledge of Microsoft suites, IT infrastructure, network management, system administration, and cloud services (AWS, Azure). Leadership: Proven ability to manage and lead teams with strong communication skills. Problem-Solving: Strong analytical and troubleshooting abilities. Project Management: Experience managing IT projects, with excellent organizational skills. Working Conditions: Full-time role with occasional on-call or after-hours work. Office-based with potential for remote work or travel as needed. 4 days in office 1-day WFH. By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.