IT Manager

JOB PURPOSE

Manage the internal IT Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly teams productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions. Providing outstanding first level technical support as well as assisting in planning out and building our IT infrastructure.

KEY JOB ROLES & RESPONSIBILITIES

• Manage and oversee daily operations of the IT support team.
• Develop and implement IT support policies and procedures.
• Monitor and evaluate the performance of IT support staff.
• Coordinate training and professional development for support team members.
• Ensure timely resolution of technical issues and maintain high service standards.
• Manage relationships with external vendors and negotiate service contracts.
• Collaborate with other departments to identify and address IT needs.
• Stay updated on emerging technologies and recommend improvements.
• Provide end-user support and, advice regarding standard office applications and best practices as it evolves with company needs
• Ensure Licensing Management
• Support onboarding / off-boarding employees on corporate systems
• Create and update manuals and documentation

EXPERIENCE & ACADEMIC REQUIREMENTS

• Degree in Information Technology, Computer Science or a related field.
• 5years experience in IT support
• Strong knowledge of IT systems, networks, hardware, and software
• Time management skills and the ability to delegate.
• Excellent leadership and organizational skills.
• Strong communication and interpersonal skills.

KEY COMPETENCY & SKILLS REQUIREMENTS

• Bachelors degree in information technology, Computer Science, or related field.
• Minimum of 5 years experience in IT support, with at least 2 years in a managerial role.
• Strong knowledge of IT systems, networks, hardware, and software.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage multiple priorities and meet deadlines.
• Experience with vendor management and contract negotiations.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified Solutions Expert (MCSE) preferred.
• Strong analytical and problem-solving skills.

TECHNICAL COMPETENCIES:

Proven work experience as End user services manager

Advanced knowledge of O365, including SharePoint, Exchange Online, Azure AD, and Microsoft Endpoint Manager

Task-oriented and organized, experience managing a ticket queue and ability to prioritize

Team management skills, team player, can collaborate in a productive fashion

Able to troubleshoot a large variety of technical issues

Experience in remote support

Desktop Support: Windows 10 and Mac 10.13+

GENERIC COMPETECIES:

• Building Sustainable Organizational Capabilities
• Leveraging and Respecting Others
• Problem Analysis / Problem Solving
• Strategic Thinker and Decision Making
• Results focused
• Attention to details
• Sustaining operational excellence