As the IT Support Lead at Truelogic Software, you will be responsible for managing the internal IT team, overseeing daily operations, developing and enforcing IT policies, and ensuring compliance with data privacy and security standards. You will also plan and execute IT initiatives, manage vendor relationships, and collaborate with the holding company’s IT team to align on broader goals.

To qualify for the IT Support Lead position at Truelogic Software, you should have at least 3 years of experience in a similar IT lead or management role. Hands-on experience with SaaS environments such as Google Workspace and Okta, along with strong skills in drafting IT policies, managing service desk operations, and excellent communication abilities, are vital for success in this role.

Truelogic Software offers numerous benefits for the IT Support Lead position, including 100% remote work, competitive USD pay that surpasses typical market standards, generous paid time off, and a culture that prioritizes work-life balance and professional growth. You'll also get to collaborate with top American companies on high-impact projects that enhance your expertise.

The IT Support Lead at Truelogic Software plays a critical role in driving the internal IT strategy by aligning team initiatives with the broader IT goals of the holding company. By managing daily operations, setting up processes, and monitoring performance indicators, you ensure that the IT department contributes effectively to the company's overall success.

An IT Support Lead at Truelogic Software should be well-versed in project management tools like Jira, and have hands-on experience with SaaS platforms, especially Google Workspace and Okta. Understanding ticket workflows and reporting within service desk operations is also crucial to effectively manage the IT department.

As an IT Support Lead, I believe in setting clear expectations and goals for my team, regularly reviewing their performance against these standards, and providing constructive feedback. Utilizing KPIs helps us measure success, and I encourage open communication to address any challenges that may arise.

One major project I managed involved migrating our entire team to a new SaaS platform. I ensured a smooth transition by developing a detailed project plan, assembling a dedicated team, and coordinating with each department to address their specific needs, ultimately completing the project on time and within budget.

I prioritize compliance by regularly reviewing our policies and procedures to ensure they align with industry standards. I also conduct audits and training sessions for the team to highlight the importance of data security, and I maintain open lines of communication with our third-party vendors to ensure they adhere to our compliance requirements.

In my previous roles, I have extensively used IT service management tools like Jira for tracking projects and managing ticket workflows. I find these tools essential for maintaining organization and ensuring timely responses to issues that arise, ultimately enhancing the IT support experience.

I stay updated on IT trends by regularly attending webinars, participating in professional groups, and reading industry publications. Networking with other IT professionals also provides insights into innovative solutions and best practices that can be applied within my team.

I foster effective collaboration by creating an inclusive environment that encourages team members to share ideas freely. I utilize tools like Slack for communication and regularly hold team meetings to align on objectives and address any roadblocks, ensuring everyone feels part of the decision-making process.

I prioritize tasks based on their urgency and impact on overall operations. Implementing a structured approach, such as breaking down larger projects into manageable tasks, helps me focus my efforts where they are needed most, ensuring that high-priority issues are resolved swiftly.

I believe essential qualities for an IT Support Lead include strong leadership skills, effective communication, adept problem-solving abilities, and a thorough understanding of IT concepts. A successful lead should also demonstrate flexibility and be open to continual learning to adapt to new challenges.

Onboarding new IT team members involves creating a structured program that includes a mix of training sessions, mentorship, and hands-on learning. I ensure they have access to necessary tools and resources while setting clear expectations from the start to help them integrate smoothly into the team.

Success in the IT department can be measured through various KPIs, such as service uptime, response times for ticket resolutions, and user satisfaction rates. Regularly reviewing these metrics helps us identify areas for improvement and ensures we are meeting the needs of the organization effectively.