ICT Support Lead - Gold Mining (Site Based)

PT Masmindo Dwi Area | Awak Mas Gold Project, South Sulawesi

PT Masmindo Dwi Area is building the Awak Mas Gold Project, an open-pit gold mine moving through construction toward first gold. We are looking for an ICT Support Lead to run daily IT service operations at site, so that everyone from the office to the pit can get on with their work.

You will lead the site IT support team and own the service desk, the Microsoft 365 environment, and every ICT asset on site, from laptops and printers to CCTV and radio communications.

What you will do

• Lead the site IT support team and run daily service desk operations: incident management, request fulfillment, escalation, and user communication.
• Build and improve ITSM processes across incident, request, problem, change, asset, and knowledge management, and keep SLA and backlog under control.
• Administer Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID access, and licensing.
• Own identity and access administration, including MFA, conditional access, onboarding and offboarding, and periodic access reviews.
• Manage the ICT asset lifecycle for hardware, software, and licenses, covering CCTV, radio communication devices, printing and network devices, PCs, laptops, and peripherals.
• Keep asset records accurate and auditable, including warranty tracking, license monitoring, stock control, and audit support.
• Ensure IT service activities meet cybersecurity standards, governance requirements, and internal procedures.
• Coach the support team, manage service vendors, and produce the SOPs, knowledge articles, and service reports that keep the operation running.

What you will bring

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum 5 to 7 years in IT service operations, IT support, or service desk management, including at least 2 years in a lead or supervisory role.
• Strong command of ITSM and ITIL-based processes in daily practice: ticket prioritisation, SLA monitoring, escalation, service reporting, and continual improvement.
• Hands-on Microsoft 365 administration (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID) and its security and compliance features.
• Experience managing ICT assets end to end: inventory control, license tracking, warranty coordination, and audit documentation.
• Solid grounding in endpoint support, Windows, and networking fundamentals, with the ability to run root cause analysis and drive service improvement.
• Strong communication, stakeholder management, and vendor coordination skills.
• Willing to be site based, and to support outside normal working hours when required.

An advantage: ITIL Foundation, Microsoft 365 Administrator, or Microsoft Security certification, and prior experience supporting a remote site in mining, oil and gas, or heavy industry.