Team Lead IT Operations

We are now looking for a Team Lead IT Operations. In this role you will be responsible for managing the daily activities of the internal IT Operations team, ensuring RELEX IT Support runs smoothly and effectively, and providing leadership to a group of IT specialists. This position includes maintaining, enhancing, and securing the organization's systems and associated technologies to ensure continuous business operations. 

You will work in a dynamic and collaborative environment. The role requires a balance of on-site presence and remote work flexibility to ensure effective team management and operational oversight. The work environment is fast-paced and involves regular interaction with various departments. The team lead will have access to state-of-the-art technology and tools to support their responsibilities and drive continuous improvement in IT service delivery. RELEX promotes a culture of innovation, customer-centricity, and continuous learning, providing opportunities for professional growth and development. 

As our new Team Lead for Internal IT Operations you will play a crucial role in guiding a team of IT experts and managing service desk activities. They significantly impact the company’s digital projects and overall success. This position offers career growth within a collaborative environment.  

You ideally will demonstrate strong technical expertise, leadership abilities, and a commitment to continuous improvement and customer satisfaction. 

Key Responsibilities: 

Team Leadership: Lead and mentor a team of IT professionals, including system administrators and support technicians. Provide guidance, support, and performance evaluations. 

Service Desk Operations: Manage daily activities of the Service Desk to ensure prompt and effective resolution of IT support issues. Efficiently prioritize and distribute resources to adhere to service level agreements (SLAs). Identify and document responsibilities currently handled by IT Operations that could be reassigned, such as phishing simulations and security awareness initiatives. Clearly outline tasks that can be performed independently of location and begin establishing service catalogs. 

Technical Guidance: Provide technical expertise and guidance to the Service Desk team, assisting with complex issues and escalations. Have knowledge of industry best practices and emerging technologies to enhance the team's technical capabilities. 

Customer Service Excellence: Foster a "customer-focused" mindset, ensuring end-users have a positive and professional experience. Collect and evaluate feedback from end-users to continuously enhance service delivery. 

Knowledge Management: Promote a knowledge-focused strategy where teams consistently produce and evaluate articles to enable users to independently find solutions. Monitor and assess the use and relevance of the knowledge base (KB) in aiding ticket resolution and reducing incoming requests to the service desk. 

Incident and Problem Management: Lead the investigation, resolution, and documentation of incidents and problems. Implement preventive measures to minimize recurring issues. 

Team Collaboration: Work in partnership with international IT teams and departments to promote smooth communication and problem-solving. Foster effective knowledge exchange and teamwork across all groups. Assist in establishing a unified global service desk, ensuring that service quality remains consistent across various locations, regardless of geographic support. 

SLAs, Performance Monitoring, and Reporting: Implement monitoring tools to assess team performance based on established KPIs. Generate regular reports on Service Desk operations to spot trends and areas for improvement. Define key performance indicators (KPIs) to measure team performance and produce frequent reports for trend analysis and enhancement. Develop SLAs to set explicit expectations for service delivery, covering response and resolution times for incidents and service requests, while also identifying IT Operations services alongside IT Service Delivery & Development. 

Continuous Improvement: Drive initiatives for continuous improvement of processes, tools, and workflows. Proactively identify opportunities to improve service efficiency and effectiveness. 

Infrastructure Management: Oversee the maintenance and optimization of the company’s IT infrastructure, including networks, (servers), hardware, and software systems. 

Operational Support: Ensure the availability, security, and performance of IT systems, resolving operational issues, managing system upgrades, and overseeing disaster recovery and backup plans. 

Compliance and Security: Help implement and enforce IT policies, procedures, and best practices to maintain security standards, regulatory compliance, and data integrity together with IAM & Security -team. 

Vendor Management: Manage relationships with external vendors on an operative level and ensure service level agreements (SLAs) are met. 

Required Skills and Qualifications: 

• Bachelor's degree in information technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT operations, with at least 2 years in a leadership role.
• Strong technical skills in IT infrastructure management, including servers, networks, and storage systems.
• Excellent communication and leadership abilities.
• Relevant certifications such as ITIL, PMP, or CISSP are a plus.

Our Helsinki office 

RELEXians can be found around the world, but here we’re based in Helsinki. We’re passionate about using our technology to improve sustainability and change the world. Our office provides a great space for you to socialise, exercise and even take time out in our relaxing areas. We make sure our unique approach to flexibility and work-life balance comes across loud and clear; we’re conveniently located, there’s plenty of public transport and you can even bring your pet to the office!

Across RELEX, our people are supported and rewarded.

In Finland, we go even further. As well as: 
• A competitive salary
• Flexible and hybrid working
• Extensive physical and wellbeing support
• Up to 8 weeks of annual leave per year
• A true hybrid-working policy (home and office)

We also offer a range of benefits to support you, your family, and your life situation. We value your work-life balance and provide flexible hours with RELEX specific parental leave agreements. As we’re a diverse team of smart, motivated and fun people, we also have an office gym, offer a mobile phone package and bike leasing.

We’re on a journey with our pioneering technology and exciting growth, which is why we celebrate diversity and are committed to creating an inclusive environment for everyone. We can’t wait to see what challenges you’ll overcome and what problems you’ll solve.

Are you the one we’re looking for? Apply today and become a part of our RELEX family!  

You can apply by sending your cover letter and resume through the application form as soon as possible. Please note that we will fill this position as soon as we’ve found the right person, so we recommend that you act quickly. If you have questions, Kyle Hitchcock ([email protected]) is happy to answer them by email. Kindly note that we cannot process any applications through email.    

Be curious. Be RELEX – apply today.