It Manager

Job Description

Role & responsibilities Key Responsibi\ities: Associate I•\anager -IT Team Leadership: l"1anage and mentor the IT team, fostering a collaborative and productive environment. Conduct performance evaluations and provide professional development opportunities. Create and maintain metrics and reports to monitor IT operations and performance. Deliver regular updates to senior management regarding IT activities and projects. Infrastructure Management: a Oversee the organization's IT systems, networks, and hardware. Ensure the security, integrity, and availability of data and IT services. Create and enforce IT policies and procedures to promote efficient operations and ensure compliance with industry standards. Technical Support: Provide expert-level support for hardware, software, and network issues escalated from Level 1 and Level 2 support teams. Troubleshoot and resolve complex technical problems related to servers, databases, applications, and network infrastructure. System Administration: Administer and maintain IT systems, including servers (Windows/Linux), cloud services, and virtualization platforms. I’ Monitor system performance and ensure optimal operation of IT infrastructure. Strategic Planning: Develop and implement IT strategies aligned with organizational goals. Evaluate emerging technologies and recommend solutions that enhance business operations. Project Management: Lead IT projects from inception to completion, ensuring timely delivery and stakeholder satisfaction. Coordinate with other departments to ensure IT support aligns with business needs. User Support: Oversee help desk operations to ensure timely resolution of user issues and queries. Develop training programs to enhance user knowledge of IT systems and tools. Comp\iance and Risk I•1anagement: Ensure compliance with relevant regulations and industry standards. Identify potential risks and implement strategies to mitigate them. Documentation: Create and maintain detai\ed documentation of technical issues, solutions, and standard operating procedures. Develop knowledge base articles to assist users and support teams. Collaboration: Work closely with other IT teams and departments to implement solutions and ensure seamless integration of new technologies. Participate in cross-functional projects to enhance IT services and infrastructure. Training and I'•1entorship: Provide training and guidance to Level 1 and Level 2 support staff, helping them develop technical skills. Conduct workshops and knowledge-sharing sessions to improve overall team performance. Incident I'•Ianagement: Manage and prioritize high-impact incidents, ensuring timely resolution and effective communication with stakeholders. Utilize ticketing systems to track and document incidents and requests. Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the IT support team. Stay updated on industry trends and emerging technologies to enhance service delivery. Skills & Competencies In-depth technical expertise in IT systems, networks, and applications. Exceptional leadership and team management capabilities. Strong organizational and project management skills. Proficient in ITIL (Information Technology Infrastructure Library) or comparable IT service management frameworks. Outstanding problem-solving and decision-making skills. Excellent communication and interpersonal abilities.