It Manager

Role & responsibilities

Key

• 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

• 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.