Lead IT Operations Engineer

Job Description

The IT Support Lead leads DTN's internal Tier 1 IT support function, ensuring reliable, responsive, and high-quality support experiences for employees across the organization. This role is responsible for overseeing day-to-day support operations, managing team performance, coordinating internal notifications, and driving escalation of workflows during system issues and outages. Reporting to the Cloud & Operations Platform Manager, the IT Support Manager plays a critical role in maintaining operational continuity and employee productivity.

Responsibilities

• Lead, mentor, and manage the Tier 1 IT support team, including hiring, performance reviews, and professional development.
• Establish and enforce support standards, SLAs, and best practices to ensure consistent, high-quality service delivery.
• Oversee daily ticket queue management and workload distribution across the support team.
• Conduct regular team meetings...