CIT Team Lead

Altenar is an international IT company founded in 2011, with offices in Malta, Greece, Georgia, the Isle of Man, and Uruguay. We specialize in high-load software development and provide one of the best technology solutions for the iGaming industry worldwide.

We are seeking an experienced and motivated CIT Team Lead responsible for overseeing the corporate technical function at Altenar. This role involves managing a global team of IT professionals across various Altenar offices, in delivering reliable, secure, and efficient technology solutions and support to Altenar’s employees. The position reports directly to the Director of Corporate IT.

Responsibilities:

• Support the team of CIT Administrators in their daily tasks and assist with troubleshooting support tickets.
• Oversee IT infrastructure, networks, systems, and applications to ensure smooth operations.
• Ensure the team meets agreed service level targets and manages timely resolution of issues within company SLAs.
• Serve as the primary point of contact and escalation point for critical and urgent issues.
• Ensure that appropriate action is taken to investigate and manage incidents and problems in end-user systems and services. This includes responding to and managing alerts as appropriate.
• Manage IT projects, ensuring timely delivery and alignment with business objectives.
• Collaborate with other departments and CIT team members to ensure adherence to IT policies and procedures.
• Motivate and develop the team to meet company standards through regular performance reviews with direct reports, tracking progress and addressing successes and challenges.
• Foster positive working relationships with users to enhance customer experience and satisfaction.
• Drive continuous improvements in user support, desktop and infrastructure administration.
• Gather feedback to identify recurring issues and implement processes and procedures to improve the CIT support function.
• Establish, maintain and enforce ITIL standards.
• Develop and maintain a comprehensive technical support knowledge base for both users and administrators.
• Oversee the acquisition process of software licensing, hardware and users’ peripherals.
• Monitor and manage financial resources, recommending cost-effective solutions for software, hardware and peripherals.
• Being trustworthy and accountable in the handling of company data and physical assets.
• Identify needs for upgrades, configuration changes and new solutions and report them to the Director of Corporate IT.
• Maximise software and hardware utilisation and centralise usage where possible.
• Recruit, orient and train CIT employees, providing opportunities for personal growth and development.
• Collaborate with other teams, mainly the Office Managers, to resolve office infrastructure issues.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Minimum of 2 years of management experience in an IT team leading role
• Ability to multitask and handle high-pressure situations effectively
• Strong analytical skills with the ability to quickly assess situations and make sound decisions
• ITIL Foundation certification is an asset
• Industry certifications in Microsoft Windows administration, Linux, Apple Mac OS and Cisco are desirable
• Approaching problems with a solution-focused mindset
• Strong technical background and troubleshooting skills
• Knowledge of networking concepts
• Excellent communication and interpersonal skills with the ability to listen effectively in English
• Team-oriented with a positive attitude and a passion for delivering exceptional customer service.