Lead IT Support Engineer at Ozow

• We are looking for a Lead IT Support Engineer to head up our IT Support function, driving operational excellence and strategic growth within the team. This role blends technical leadership, hands-on expertise, and strategic foresight — ideal for someone who can both lead by example and think ahead to build a resilient, secure, and future-ready IT environment. As the Microsoft 365 administrator, you will play a trusted role in managing access, security, and collaboration across the business. Your integrity, discretion, and attention to ethical standards will be key in maintaining our security posture and trust. 

You are an ideal candidate if you have: 

• 7–10+ years’ experience in IT Support, including at least 3 years in a senior or leadership capacity.
• Tertiary qualification in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven expertise in technical troubleshooting and root cause analysis across hardware, software, networking, and operating systems (Windows OS, M365, Apple iOS).
• Strong experience with Microsoft Intune, Defender, and Purview, and hands-on administration of Azure cloud services and M365 environments.
• Familiarity with ITIL best practices, service management tools, and ticketing systems.
• Demonstrated strategic mindset — able to anticipate IT needs, propose improvements, and plan for scalability and resilience.
• Excellent leadership and communication skills to inspire, mentor, and engage a team in a fast-paced, high-impact environment.
• Proven ability to maintain the highest levels of ethics, confidentiality, and data integrity.
• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate (advantageous). 

Your roles and responsibilities: 

• Lead and mentor a small IT support team, fostering a culture of collaboration, accountability, and continuous improvement.
• Oversee IT operations to ensure effective support delivery, timely incident resolution, and adherence to SLAs.
• Administer and secure the Microsoft 365 environment, including user access, data governance, and compliance with security standards.
• Serve as the escalation point for complex and high-priority technical issues, ensuring sustainable, long-term solutions.
• Partner with cross-functional teams to implement strategic IT initiatives, enhance system reliability, and drive operational efficiency.
• Champion cybersecurity awareness and ensure compliance with IT security policies and best practices.
• Monitor, analyze, and report on support metrics and trends, identifying opportunities for innovation and process optimization.
• Stay informed on emerging technologies to future-proof IT infrastructure and advise on modernization strategies.
• Act as a trusted custodian of business systems, managing access and information responsibly and ethically.
• Lead or support projects related to system upgrades, migrations, and digital transformation initiatives. 

Your skills and competencies

• You eagerly embrace change, absorb cross-functional skills, and connect ideas across disciplines to drive fresh thinking and innovation. 
• Ability to initiate, develop, maintain and leverage outstanding relationships to influence a wide network, both inside and outside the company. 
• A trailblazer who steps up, takes charge, and creates meaningful impact—those driven by performance and purpose to lead from the front and make a real difference every day. 
• You thrive in collaboration, embrace inclusion, and bring a genuine curiosity for global cultures—valuing collective success over individual credit. 
• Demonstrate strategic foresight, sound judgement, and the ability to make confident decisions under uncertainty, always working toward the best possible outcomes. 
• You challenge norms, champion innovation, and constantly seek growth—for themselves, their team, and the solutions they build. 
• You are a decisive doer—those who take initiative, follow through with confidence, and ensure results through courageous, hands-on leadership. 
• We value optimism, agility, and the strength to persevere under pressure—balancing performance with positivity, even in challenging environments. 
• You are driven, proactive individuals who take ownership, face challenges with grit, and consistently push for excellence—not just as participants, but as catalysts for success.