Head of IT
6 days ago
Job Title: Head of IT (Pre-Sales & Technical Team Leadership) Location: (Mumbai) Department: Information Technology Reports To: (Managing Director / CTO / COO – depending on structure) Employment Type: Full-TimePosition Overview:We are seeking a dynamic and experienced Head of IT to lead our technical support team and drive pre-sales technical engagement. The ideal candidate will possess a strong technical background combined with leadership skills, client-facing capabilities, and a strategic mindset to support business growth.
This role will oversee a team of 15 L1 and L2 engineers, ensuring high performance, continuous improvement, and alignment with business goals. Key Responsibilities:1. Pre-Sales Support:Collaborate with the sales team to provide technical expertise during client engagements.
Understand client requirements and design tailored IT solutions. Prepare and deliver technical presentations, RFP responses, and solution proposals. Build trust with clients by clearly articulating the value and functionality of IT offerings.
Keep up to date with industry trends, products, and technologies to support solution design.2. Team Management:Lead and mentor a team of 15 L1 & L2 support engineers, fostering growth and performance. Define team roles, set goals, and conduct regular performance evaluations.
Establish and enforce SOPs, SLAs, and escalation processes. Provide regular training and upskilling opportunities to improve technical capabilities. Ensure team adherence to quality standards, security protocols, and compliance.3.
Operational Oversight:Oversee day-to-day IT operations, service delivery, and incident/problem management. Implement ITIL best practices across support processes. Manage internal ticketing systems, KPIs, and reporting tools.
Coordinate with cross-functional teams and vendors as necessary.4. Strategic Planning & Execution:Contribute to IT strategy planning in alignment with overall company objectives. Identify areas for operational improvement and innovation.
Participate in budget planning for IT tools, staffing, and resources. Qualifications & Experience:Bachelor's degree in Information Technology, Computer Science, or a related field (Master's preferred).10 years of experience in IT operations, with at least 3–5 years in a leadership role. Proven experience in pre-sales support or solution consulting is essential.
Strong understanding of enterprise IT infrastructure, support frameworks (e.g., ITIL), and security standards. Excellent communication and interpersonal skills with client-facing exposure. Hands-on experience with tools like ServiceNow, Zendesk, or equivalent ticketing platforms is an advantage.
Certifications such as ITIL, PMP, or technical vendor certifications (Cisco, Microsoft, etc.) are a plus. Key Competencies:Leadership & People DevelopmentStrategic ThinkingCustomer-Centric ApproachSolution-Oriented MindsetStrong Analytical & Problem-Solving SkillsEffective Communication & Presentation Skills
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