• Lead the internal IT Helpdesk team, ensuring timely support for hardware, software, connectivity, and access issues across the organization. • Manage service level agreements (SLAs), incident response, and escalations. • Implement and continuously optimize ITIL-based processes (incident, change, asset, and configuration management). • Oversee the design, implementation, and maintenance of enterprise IT infrastructure, including: Servers (Windows/Linux), virtualization (VMware/Hyper-V) Active Directory, DNS/DHCP, Group Policy, Office 365/Azure AD Corporate firewalls, switches, routers, and VPNs Cloud services (AWS, Azure, or GCP) and hybrid environments Maintain robust backup, disaster recovery, and high availability strategies. • Ensure enterprise-wide compliance with cybersecurity best practices (NIST, ISO 27001, SOC 2). • Lead annual compliance audits. • Manage endpoint protection, MDM, MFA, and vulnerability management. • Work closely with 3rd party consultants and internal engineering teams to secure internal networks and customer-facing services. • Collaborate with engineering and operations teams to support telecom-specific systems (e.g., OSS/BSS platforms, SIP/VoIP infrastructure, NMS/EMS tools). Maintain uptime and support for telecom-related applications, test labs, and secure provisioning tools. • Hire, mentor, and manage a high-performing IT support and infrastructure team. • Manage IT budgets, procurement, licensing, and vendor relationships. Coordinate third-party support contracts and service providers. Bring hands-on experience with hardware troubleshooting and system architecture. Possess proven abilities to research, evaluate, and recommend new technologies.