The IT Manager role will ensure the provision of superior customer service throughout the business, through the maintenance, enhancement, and efficient operation of IT functions. Additionally, the role will include responsibility for ensuring the security and integrity of IT operations and systems, as well as the line management of IT officers and associates.
The flexibility to work outside normal business hours is integral to this role, as is the ability to work under broad direction and minimal supervision.
What You Will Do
Provide the first point of IT Support contact for all local staff, covering all hardware, software, and associated peripherals;
Manage service requests and related service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency in ESPOIR’s designated service desk system.
Troubleshoot technical issues to resolution and/or escalate to colleagues, suppliers, or partner organizations as required.
Monitor and manage the operational performance.
Ensure that standard operating procedures and all relevant IT governance and processes are implemented and adhered to.
Deploy computers, school technology, and associated peripherals including new installations and redeployment of existing equipment.
Install and configure operating systems and software to agreed standards under the direction of the Director of IT and other senior IT personnel.
Recommend, source, install, and maintain network equipment such as firewalls, routers, and switches
Manage the local area network and internet connection and ensure network security through the installation of appropriate hardware and software, as well development of IT policies
Manage IT infrastructure improvement projects, including scheduling and budgeting.
Maintain existing equipment to standards, by performing upgrades, new installations, and carrying out routine procedures.
Assist in the compilation and maintenance of an accurate inventory of hardware and software, and ensure that records are kept up-to-date within the service desk system.
Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to the relevant suppliers in a timely manner.
Work with colleagues to monitor the performance of systems, ensuring that issues are appropriately escalated and resolved.
Provide technical assistance to project teams and undertake technical project roles when required.
Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
Provide at all times a professional, courteous, and rapid response to individual users.
Supervise, train, and mentor junior staff members in all of the above.
Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department.
What You Should Have
A Degree from a recognized university with top marks in Computer Science or a related discipline.
5-10 years of relevant IT/industry work experience.
Excellent technical knowledge of PC hardware
Working technical knowledge of current protocols, operating systems, and standards
Software and hardware troubleshooting
Windows desktop (7/8/X) and Windows Server (at least 2012) experience as well as Microsoft Office support and Active Directory administration; relevant Microsoft certification is a plus
Routers, switches, and firewall experience
Knowledge of Android technologies, smartphones, LAN and Wifi configurations.
Experience with admin of Microsoft systems such as Navision, IIS, or Sharepoint.
Experience with cloud services, in particular AWS.
Experience working and training on a variety of IT subjects and applications
Excellent writing and oral communication skills
Good research skills, including the ability to identify and propose solutions to issues/crisis
Experience working within a fast-paced environment.
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