Information Technology Operations Lead

Get AI-powered advice on this job and more exclusive features.

As the Lead or Head of IT Operations you will lead the administration and management of all IT infrastructure that supports our business operations both at head office and across multiple field locations. Your role is critical in ensuring smooth, reliable, and secure computing environments for end users, retail operations, and networking systems. You will act as the key driver of IT service delivery, balancing operational excellence with strategic planning while managing diverse stakeholder expectations in administration, finance, operations, and various business units.

You will own end-user device management (laptops, desktops), end-user training, networking and internet connectivity, PBX systems, hardware/software support, vendor relationships, and procurement activities. This role demands strong leadership skills to lead a diverse and geographically distributed team, a deep technical understanding of IT infrastructure, and the ability to handle high-pressure situations with decisive and effective management.

Your role underscores the company's commitment to leveraging technology to improve operational efficiency and business outcomes.

Your Key Responsibilities

• Manage and Maintain IT Infrastructure : Oversee the full lifecycle administration and support of all IT infrastructure components including end-user computing devices (laptops, desktops, POS systems), networking hardware, PBX telephony systems, and internet connectivity across both head office and multiple field locations. Ensure proactive monitoring, timely maintenance, and rapid incident resolution to guarantee high availability and reliability of IT services. Coordinate with technical teams to implement upgrades, patches, and configuration changes in line with best practices and business requirements.
• Define, Implement, and Enforce IT Policies : Develop, document, and maintain comprehensive IT policies covering end-user computing, information security, data privacy, employee onboarding and offboarding, hardware and software usage, network access, and compliance. Ensure effective communication and enforcement of these policies across the organization to safeguard data integrity, operational continuity, and regulatory compliance. Collaborate with key stakeholders to review and update policies regularly in line with evolving business and security requirements.
• IT Asset and Inventory Management: Establish and maintain a comprehensive IT asset inventory system that tracks all hardware, software, cloud resources, and network components across the organization. Implement and oversee asset tagging, documentation, and lifecycle management processes—covering procurement, deployment, maintenance, reassignment, and disposal—to ensure accuracy and security. Conduct regular physical and automated audits to verify inventory integrity, identify outdated or unused assets, and prevent losses. Collaborate with procurement and finance to optimize asset utilization, reduce redundancies, and control costs.
• Team Leadership and Development : Lead, mentor, and manage a team of 20 IT staff, ensuring performance excellence, ongoing training, and development. Foster a high-performance culture by setting clear objectives, conducting performance reviews, identifying training needs, and encouraging continuous learning. Cultivate collaboration and effective communication within the team and across departments to enhance service delivery and operational efficiency.
• Vendor and Service Provider Management : Identify, evaluate, and select IT vendors and service providers to meet organizational technology needs. Lead contract negotiations aiming to optimize costs, service levels, and warranty/support terms. Monitor vendor performance and manage escalation processes when service deviations occur. Maintain strategic vendor relationships to ensure timely procurement, delivery, and support services aligned with company goals.
• Budget and Procurement Ownership : Develop, manage, and control the annual IT budget, encompassing capital expenditures and operational costs. Take full ownership of procurement processes for hardware, software, telecommunications, and IT services. Collaborate with finance and relevant departments to ensure fiscal discipline while meeting technology requirements.
• Google Workspace & Cloud Tools Administration : Administer and optimize Google Workspace accounts and related cloud productivity platforms, ensuring secure, efficient collaboration among employees. Manage user account provisioning, permission governance, and data retention policies. Keep abreast of new features, security updates, and best practices to continuously enhance user experience and safeguard organizational data.
• Stakeholder Management : Act as the primary IT liaison to demanding cross-functional stakeholders including finance, business units, operations, and field management. Proactively gather and analyze their IT needs, provide regular status updates, manage expectations, and align IT strategies with evolving business objectives. Facilitate effective communication to ensure transparency and foster strong relationships across the company.
• Incident and Crisis Management : Lead IT incident response and problem resolution efforts with a focus on minimizing disruptions and operational downtime. Develop, maintain, and test robust business continuity plans to ensure rapid recovery from hardware failures, cyber incidents, or other crises.
• Field Operations Support : Plan and oversee IT support for geographically dispersed field offices, combining scheduled onsite visits with remote troubleshooting. Ensure consistent IT service levels across all locations to support operational continuity for retail and field teams. Coordinate with local teams and vendors to address infrastructure challenges promptly.
• Continuous Improvement : Stay informed of emerging IT technologies, industry trends, and operational methodologies. Conduct regular assessments of current IT infrastructure and processes to identify gaps and opportunities for innovation. Propose and lead adoption of enhancements or new solutions to improve efficiency, security, and scalability of IT services in support of business growth.

What We're Looking For

• Education : Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience : 10 years or more; in IT administration with a focus on end-user computing, hardware, networking, and infrastructure management—preferably within a mid to large sized organization.
• Leadership Experience : Proven track record of successfully leading and managing IT teams; capable of handling demanding, cross-functional stakeholder relationships with confidence.
• Technical Skills :
• Comprehensive knowledge of network infrastructure, PBX systems, and internet connectivity management.
• Experience with Google Workspace administration or other cloud-based productivity suites.
• Familiarity with relevant hardware and software support tools.
• Vendor & Procurement Skills : Experienced in vendor selection, negotiation, contract management, and procurement processes specific to Pakistan's IT service market.
• Soft Skills : Excellent decision-making, problem-solving, and communication skills. Ability to perform well under pressure and manage multiple priorities efficiently.
• Certifications (Preferred, Not Required): Certifications such as Cisco (CCNA/CCNP), Microsoft (MCSA/MCSE), Google Workspace Administration, or relevant end-user compute and hardware certifications.
• Travel Flexibility : Willingness and ability to travel frequently to district offices to manage and support field operations.

Why You'll Love Working Here:

• We want you to succeed and grow with us; you'll have the opportunity to:
• Work on impactful pilots & programs, process improvements & solutions related to the agri ecosystem that make a real difference.
• Collaborate with & learn from cross-functional teams and leaders that help you be the best version of yourself
• Contribute in building an Inclusive Culture : We value inclusion & foster a supportive and open environment where everyone's voice is heard.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing
• IndustriesBusiness Consulting and Services

Referrals increase your chances of interviewing at Waseela by 2x

Sign in to set job alerts for "Information Technology Operations Lead" roles.System Application Administrator - Oracle EBSSenior Administrator, Windows Infrastructure

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

---