IT Infrastructure Team Lead

About the role

The IT Infrastructure Team Lead, Network role is responsible for supporting and coordinating network service delivery across the Americas, while providing day-to-day leadership and operational oversight for a regional network operations team. 

This position focuses on ensuring reliable, secure, and standardized network services, including LAN, WAN, connectivity, and related infrastructure, while emphasizing IT service management, incident resolution, vendor coordination, and continuous service improvement. 

The role acts as a bridge between technical execution and IT service delivery, supporting Level 3 escalations, mentoring team members, coordinating with vendors and global architecture teams, and ensuring adherence to operational processes and SLAs. The Team Lead is expected to contribute technically but is not a primary network architect. 

Key Job Accountabilities

• Provide day-to-day task coordination and mentorship for a small regional network operations team; may include direct line management depending on regional structure 
• Coordinate day-to-day network operations across the Americas, ensuring service availability and adherence to operational standards 
• Support and manage Level 3 incident escalations, including root cause analysis and follow-up actions to prevent recurrence 
• Administer and oversee ServiceNow assignment groups, ensuring incidents, problems, and changes are handled efficiently and transparently 
• Act as a primary escalation and coordination point between regional teams, global architecture, cybersecurity, and vendors 
• Support network infrastructure activities including site connectivity, LAN/WAN changes, upgrades, and standardization initiatives 
• Assist with change management activities, including communication, coordination, validation, and post-implementation reviews 
• Maintain and improve network documentation, operational procedures, and runbooks 
• Coordinate vendor activities, including SLA tracking, performance reviews, and service quality follow-up 
• Participate in and support regional and global operations meetings 
• Mentor and guide network engineers, fostering skill development and operational consistency 
• Support small to medium infrastructure projects through planning, coordination, documentation, and execution support 
• Promote operational excellence, continuous improvement, and a strong customer-service mindset across the team 

Qualifications/Requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience 
• 5–7 years of experience in enterprise network operations or infrastructure support 
• Initial leadership or coordination experience (project manager, team lead, senior engineer, shift lead, or equivalent) 
• ITIL Foundation certification preferred 
• Cisco CCNA or equivalent networking certification preferred 

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