IT Operations Site Lead

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IT Operations Site Lead

Seoul, Korea, Republic of(On-site)

Job Description

Primarily responsible for the resolution and coordination of all Service Management tickets across the assigned location/s. Includes managing all related procedures, monitoring, tracking and coordination of Service Management tickets. Ensures coordination of local IT resources under Manager/Supervisor direction and provides IT relationship management for the local business teams. Reviews and implements relevant current technologies, policies and procedures while supporting projects and initiatives. Assists with capacity planning, performance analysis, and developing proactive resolution plans for the assigned location/s. Provides and oversees effective management of the customer experience during the entire support process. Acts as the lead liaison for key local vendors and technology partners.

Responsibilities

Essential Functions & Accountabilities

• Acts as the lead IT resource for assigned location/s, coordinating efforts of local IT resources to achieve goals.
• Lead, coordinate and collaborate with both IT and local business functional teams on IT projects and technology implementations.
• Ensures efficient and effective IT Service management resolution to meet published SLA’s.
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool. Escalates in alignment with IT procedures.
• Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems, and hardware. Recommend and implement corrective solutions.
• Supports leadership in monitoring and reporting team performance metrics.
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
• Acts as a lead in the creation and maintenance of knowledge documents, usage guides and FAQs for both IT and business team members. Develops and delivers user training.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Provides administration of Active Directory Services including related components, server platforms and application integrations. Advanced use of client computing management, deployment, and reporting tools.
• Manage the client computing hardware and software lifecycles while providing effective IT Asset Management.
• Assist with local IT operational and capital expense budgeting and follow related purchasing procedures.
• Consults with global third-party client computing partners. Manage local IT agreements and vendors.
• Oversee adherence to security policies and technology standards. Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Assess need for any system additions or changes (minor or significant) based on requests and trends. Documents, recommends, and presents the assessment through the defined Global Intake process.
• Coordinates and participates in the IT Operations out of hours support rotation (if applicable).

Travel

Occasional travel to other sites (<5%).

Qualifications

Knowledge, Skills and Abilities

• Collaborative, able to lead and co-ordinate resources effectively.
• Outstanding ability to effectively organize, prioritize and execute tasks, particularly in high-pressure situations.
• Ability to collaborate efficiently with technical and business teams.
• Ability to present ideas in business and customer friendly language.
• Strong customer service orientation, at ease communication with all levels of the business.
• Solid IT to business relationship management skills.
• Fluent in local language and a competent level in English.
• Strong written, oral, and interpersonal communication skills.
• Demonstrates initiative, is highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Able to interpret and develop technical manuals, procedural documentation, and guides.
• Ability to conduct research into issues and products as required.
• Develop personal technical knowledge by attending educational workshops, training events, and reviewing relevant technical materials.
• Maintain or develop in-depth knowledge of the company’s existing and planned technology portfolio.
• Excellent technical knowledge of client computing hardware and software, including Microsoft operating systems, applications, cloud, and directory services.
• Strong technical knowledge of client computing hardware and mobile devices.
• Working knowledge of enterprise ERP systems.

Work Environment

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.

Experience

• Experience leading or coordinating support activities.
• Extensive support experience with current client computing operating systems, applications and services.
• Working experience with best practice IT Service Management framework.
• Experience in conducting customer training and creating knowledge documentation.
• Extensive client computing hardware troubleshooting experience including laptops, desktops, mobile devices, peripherals etc.
• Practical experience of IT procurement processes and vendor management.
• Experience of supporting project implementations and owning project tasks.

Education

• College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.
• Certifications and professional qualifications etc. strongly desired.

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Job Info

• Job Identification11899
• Job CategoryInformation Technology
• Posting Date07/08/2026, 08:34 PM
• Job ScheduleFull time
• Locations10th Floor, Suseo office bldg., Seoul, 6349, KR(On-site)
• CompanyCooperVision

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