IT Team Lead

PSG Global Solutions; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

PSG Global Solutions is seeking an IT Team Lead to oversee daily IT operations, ensure infrastructure reliability, security, and performance. You will lead the local IT team, manage projects, and drive improvements in service delivery while aligning with business goals.

The role requires 8+ years in IT management, strong leadership and English communication, and hands-on experience with Microsoft 365, Intune, and enterprise networks. US-shift willingness is needed for coverage.

Qualifications

• 8+ years of IT management experience, preferably in BPO/shared services.
• Strong leadership and communication skills for non-technical stakeholders.
• Solid knowledge of IT security, governance, and incident response.

Responsibilities

• Oversee IT helpdesk operations and ensure timely issue resolution.
• Lead IT projects and coordinate with vendors for delivery.
• Enforce IT/InfoSec policies, controls, and security standards.
• Collaborate with IT director on budget planning and resource needs.
• Mentor, coach, and develop IT staff; conduct performance reviews.

Skills

IT Leadership

English Communication

Strategic Thinking

Problem Solving

Stakeholder Management

Tools

Microsoft 365

Microsoft Intune

Enterprise Network Systems

Job description

The IT Team Lead is responsible for overseeing the daily operations of the Information Technology function, ensuring the reliability, security, and performance of the organization's technology infrastructure and end-user support services. This role provides operational leadership for IT support, infrastructure, systems administration, and service delivery while partnering with business leaders to ensure technology initiatives align with organizational goals.

The position is accountable for leading the local IT team, managing IT projects, maintaining compliance with information security standards, coordinating with third-party vendors, and driving continuous improvement across IT operations.

Key Responsibilities include but is not limited to:

Operations Management

Ensure the smooth functioning of the organization's IT infrastructure. This includes overseeing network and system administration, ensuring data security and privacy, and maintaining business continuity through robust backup and disaster recovery plans.

• Manage day-to-day oversight and coordination of IT helpdesk activities, ensuring timely and efficient resolution of user issues.
• Ensure that the shift scheduling of IT staff meets operational needs, maintaining adequate coverage during business hours and after-hours support.

Security Management

Maintain the security and integrity of the organization's IT systems, infrastructure, and data.

• Ensure that IT/InfoSec policies, processes, and security controls are consistently followed by IT staff, adhering to organizational standards and regulatory requirements.
• Support vulnerability management, access controls, patch management, and security incident response activities to minimize operational and cybersecurity risks.
• Coordinate with the Information Security team to implement security initiatives, support audits, and promote security best practices across the IT organization.

Project Management

Assign IT projects and tasks to capable staff, overseeing their execution to ensure successful completion within specified timelines.

• Communicate important IT information to relevant departments, fostering effective collaboration and alignment with business objectives.

Strategic Planning

Work with the IT director to budget for needed IT resources, aligning the budget with strategic goals and operational requirements.

Team Leadership

Build and lead a skilled and motivated IT team. Provide guidance, mentorship, and support to team members, fostering a positive and productive work environment.

• Document processes and train IT staff to ensure consistency in service delivery, promoting knowledge sharing, and professional growth.
• Provide regular coaching and guidance to IT staff to enhance service delivery, improve employee satisfaction, and support professional development.
• Conduct performance reviews of subordinates and direct reports, providing constructive feedback and setting goals for their continued growth.

Vendor Management

Work with external vendors and service providers. Coordinate with vendors when necessary for service and support delivery, maintaining effective relationships to ensure optimal outcomes.

Performance Monitoring and Reporting.

• Monitor team performance against defined Key Performance Indicators (KPIs) consistently, identifying areas for improvement and developing strategies to meet them.
• Generate reports as needed to provide insights into IT operations, including performance metrics, project status, and resource utilization.

Requirements:

• At least 8 years of IT Management experience, ideally within BPO and Shared Services organizations.
• Proficient in Microsoft 365 O365, Microsoft Intune, and enterprise Network systems.
• Working knowledge of IT security principles, endpoint security, access management, patch management, and IT/InfoSec governance.
• Strong troubleshooting and problem-solving skills across infrastructure, systems, and end-user technologies.
• Excellent English communication (verbal and written) for non-technical stakeholders.
• Proactive strategic thinker, proposing innovative solutions.
• Detail-oriented, ensuring high-quality operational support and project execution.
• Strong leadership, organizational, and stakeholder management skills.
• Ability to work in a fast-paced, dynamic environment and handle multiple projects simultaneously.
• Willing to work on a US shift

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