It Team Leader

About Us : Quantanite is a leading provider of BPO services, dedicated to delivering high-quality IT support and infrastructure management in a dynamic, fast-paced environment.

We are seeking an experienced IT Team Leader to oversee our helpdesk, network, and security operations, ensuring seamless technical support and business continuity.

Job Summary :

As an IT Team Leader, you will be responsible for managing a team of IT support technicians, overseeing network infrastructure, server administration, firewall security, and IT project management.

This role requires a strong technical background, leadership experience, and the ability to handle escalations efficiently while driving improvements in IT operations.

Key Responsibilities :

1. Team Leadership & Escalation Management
   • Supervise, mentor, and develop the IT support team, ensuring timely resolution of technical issues.
   • Act as the primary escalation point for complex technical problems related to networking, servers, and security.
   • Enforce SLA adherence and ITIL best practices for incident management.
2. Firewall, Network & Security Management
   • Oversee firewall configuration, monitoring, and security policies (Fortinet, Cisco ASA, Palo Alto, or Sophos).
   • Manage network infrastructure, including switches, routers, VLANs, VPNs, and wireless networks.
   • Implement and maintain network security measures to protect against cyber threats.
3. Server & Systems Administration
   • Maintain and troubleshoot Windows Server environments, Active Directory, and cloud-based systems (AWS, Azure, Google Cloud).
   • Oversee virtualization platforms (VMware, Hyper-V) and storage solutions.
   • Ensure proper patching, updates, and system backups for business continuity.
4. IT Support & Incident Resolution
   • Manage helpdesk operations, ensuring quick turnaround on IT requests and minimizing downtime.
   • Develop and enforce standard operating procedures (SOPs) for troubleshooting and escalation workflows.
   • Work with vendors to resolve hardware/software issues and manage IT procurement.
5. Project & Process Management
   • Lead IT projects, including system upgrades, network expansions, and cybersecurity initiatives.
   • Collaborate with HR and Operations to implement efficient IT onboarding/offboarding processes.
   • Optimize IT infrastructure to improve reliability, performance, and cost efficiency.
6. Compliance & Documentation
   • Ensure IT operations comply with company policies, industry regulations (GDPR, ISO), and best practices.
   • Maintain comprehensive documentation of IT assets, policies, configurations, and troubleshooting guides.

Qualifications & Prerequisites :

Education : Bachelor's degree in Information Technology, Computer Science, or a related field.

Relevant IT certifications are required (see below).

Certifications (Essential) : CompTIA A+ and N+ (mandatory), CCNA or equivalent networking certification (preferred), ITIL Foundation or PMP certification (advantageous).

Technical Skills : 5+ years of IT experience, with 2+ years in a leadership role. Strong understanding of firewall management (Fortinet, Cisco, Palo Alto, or Sophos). Advanced knowledge of Windows Server, Active Directory, DHCP, DNS, and Group Policies. Experience with network troubleshooting (LAN, WAN, VLANs, VPNs, routing, switching). Proficiency in remote support tools (e.g., TeamViewer, AnyDesk, RDP). Familiarity with ticketing systems (ServiceNow, Freshdesk, JIRA). Exposure to cloud computing (AWS, Azure, or Google Cloud).

Soft Skills & Leadership : Proven ability to lead, mentor, and motivate an IT team. Strong problem-solving skills and ability to handle high-pressure situations. Excellent communication skills – ability to explain technical issues to non-technical stakeholders.

Other Requirements : Own transport and a valid driver's license (essential). Availability to work rotational shifts and provide on-call support as needed.

Working Conditions :

Schedule : Rotational shifts, including weekends/public holidays as required.

Environment : High-pressure BPO and contact center IT environment with frequent escalations.

Benefits :

• Competitive salary
• Medical Aid Allowance
• Provident Fund
• Group Life
• Funeral Cover
• Transport Allowance
• Shift Allowance
• Opportunities for professional growth and career advancement
• Collaborative and dynamic work culture