Team Lead- Internal IT

Team Lead- Internal IT

Team Lead (Internal IT)

The position is responsible for the efficient functioning of the Company’s ICT Client Services, Infrastructure and Information Systems. The incumbent ensures that the day to day ICT operations of the Company are aligned to the attainment of the Strategic Objectives of the company. The incumbent will build and maintain professional working relationships with vendors for the efficient resourcing of the IT function and will build and maintain excellent relationships with its internal customers. This position will report to the Head, Operations.

• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all current IT systems, databases, mobile devices, software applications, and peripherals
• Develop standard operating procedures and best practices, including providing written protocols and guidance to IT staff and to end-users.
• Manages the ICT Asset Registry for all devices within the company and maintains an asset database that is easily manipulated.
• Oversees the provision of IT Support for staff in across all company offices.
• Keeps current with the latest technologies and determines what new technology solutions and implementations will meet business and system requirements
• Develops and implements IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provisioning.

• Ensures that there is proper compliance as it relates to the distribution of company hardware and software assets.
• Maintains standards for performance, security and availability of ICT services in accordance with agreed levels of service
• Provides leadership and guidance to the IT staff towards the effective execution of day to day activities
• Provision of expertise knowledge in areas of software fixes, tuning, performance monitoring, troubleshooting, deployments, support, and documentation of standards and procedures for the administration and maintenance of all supported environments;
• Providing and documenting risk and technology health assessments with necessary remediation activities
• Managing outsourced vendors relationships and contract for activities related to iGovTT Internal IT
• Contributing to the development and execution of the company’s ICT annual estimates of expenditure and other strategic / operational plans by providing inputs pertaining to Internal IT scope of works.
• Supporting the professional development of team members to enhance skills and promote cross-skilling.
• Facilitating the effective and timely performance management assessments of the Internal IT Unit members;
• Developing and maintaining professional credible relationships with key stakeholders, including relevant third parties and strategic suppliers.
• Ensure the design, setup, operation and maintenance of the technical services according to relevant internationally recognized governance and service standards.
• Ensure the availability of the service as part of the daily routine and oversees continuity management ensuring disaster preparedness.
• Assist with the professional development of team members to enhance skills and promote cross-skilling.
• Carry out effective and timely performance management of the Technical Support Team members
• Ensure any quality management processes to the team’s activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose.
• Develop and maintain professional credible relationships with key stakeholders, including relevant third parties and strategic suppliers.
• Contribute to the development and execution of the company’s ICT annual estimates of expenditure and other strategic / operational plans by providing inputs pertaining to Internal IT’s scope of works.
• Performs other relevant duties assigned by the Head, Operations
• Ensure compliance and achievement of identified KPIs, SLAs and OLAs for the team
• Support the other Teams in the achievement of their SLAs and OLAs
• Work with other company Units on ICT related projects;
• Perform any other related duties.

• At least seven (7) to nine (9) years’ experience at a management level a fast paced, project and service delivery centric ICT environment.
• A minimum of three (3) years’ progressive experience in managing teams in a fast paced, project and quality service delivery centric environment;
• Specialist knowledge and experience working with international ICT best practices such as ITIL, Microsoft Operations Framework (MOF) and COBIT
• Ability to lead and manage professional staff to discharge the Office’s responsibilities
• Experience in Trinidad & Tobago public service environment would be an advantage
• Experience with developing and executing alliance agreement with partners
• Proven ability to develop and support complex, integrated technical solutions.
• Experience of leading, managing and coaching a high performing technical support team
• A proven track record of delivering a first class customer focused support service.
• Experience of managing, maintaining and applying fixes to software to ensure appropriate support and service level standards are met and exceeded.
• Experience of leading a team delivering software licenses administration and large scale software deployments will be critical.
• A sound understanding of working within national, international, corporate and industry and professional standards
• Practical experience in policy development and project management
• Extensive knowledge of the principles, techniques, practice and methodologies of ICT-enabling technologies.
• Solid understanding of international trends in ICT-enabling infrastructure and enterprise-wide applications, including pricing etc.
• A minimum of three (3) years’ experience in a public service environment would be considered an asset;
• Excellent communication skills;

• Bachelor’s Degree in ICT, MIS, Computer Science, Engineering, Telecommunications or any other related discipline
• ITIL, CISM, MOF, COBIT or CGEIT certification
• Formal training in Project Management and Customer Service would be an asset
• Post graduate training/education in ICT, MIS, Engineering, Business Management, Project Management or any other related discipline  would be an asset