IT Support Services Lead

The IT Support Services Lead is responsible for ensuring compliance with IT service-level agreements (SLAs), maintaining and improving IT standards, policies, and procedures, and aligning IT support operations with regulatory and audit requirements. This role provides oversight to ensure continuous service quality and operational excellence within the IT Support Services Unit.

Key Responsibilities:

1. Oversee the annual review and update of standards, policies, procedures, and guidelines in coordination with department heads.
2. Ensure IT policies remain compliant with applicable regulatory and industry standards; initiate updates when necessary.
3. Maintain comprehensive records of all policy development, revisions, and approval activities.
4. Ensure that service-level agreements (SLAs) between internal stakeholders are properly defined, monitored, and reviewed annually.
5. Collaborate with the IT Risk and Compliance Unit to identify and address gaps in existing standards based on audit findings and regulatory assessments.
6. Support the coordination, review, submission, and monitoring of internal/external audit and regulatory compliance requirements.
7. Maintain and regularly update the IT call tree directory to support business continuity and communication protocols.

Requirements

1. Minimum of 5 years of cumulative professional experience in IT risk management, compliance, and/or internal or external IT audit.
2. Proven track record in developing, implementing, and monitoring IT standards, policies, and service-level agreements.
   
3. Strong understanding of IT governance frameworks (e.g., COBIT, ITIL), regulatory compliance requirements, and audit methodologies.
4. Proficient in using office productivity tools (e.g., Excel, Word, PowerPoint) and IT service management systems.
5. Excellent written and verbal communication skills for policy documentation, reports, and stakeholder presentations.