IT Manager
JOB DESCRIPTION:
- Supervision members of the IT Service Desk team, and ensure that appropriate skilled resources are in place to meet required service levels.
- Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.
- Provides ITIL Service disciplines, covering Incident, Problem and Change Management. Citrix, VM and Hyper V support and administration. Cisco & HP Switches, Firewall and Routers support and administration.
- Works with other members of the team to establish standards and best practices for managing internal infrastructure, including network, access rights, desktops, servers, internal applications.
- Implement policies and standards to improve the quality and efficiency of support services based on ITIL methodology.
- Ensure a timely, robust and comprehensive service transition process. And set SLA criteria for the availability and performance of the IT infrastructure.
- Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
- Responsible for day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and system backups.
- Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools such as Outlook and MSOffice.
- Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery. And delivery of individual and team projects allocated within aggressive delivery times.
- Monitors and evaluates the efficiency and effectiveness of infrastructure service delivery methods and procedures, as well as business critical processes and systems. Installs, configures and supports new and existing servers and network infrastructure.
- Plan and implement upgrades needed to maintain service levels. And develop and lead the replacement of infrastructure at end of life.
- Conducts testing and analysis of all components of network and server infrastructure components.
- Maintains server uptime consistent with Business goals and metrics.
- Maintains a schedule of formal service reviews with key stakeholders and management of the IT operational service.
- Manages the performance objectives and professional development of the Service Desk team including the initiation, monitoring, review and validation of individual training and development plans in line with organizational and business requirements.
- Identifies opportunities to simplify IT Service Desk operations through continuous improvement initiatives.
- Provide occasional support even after regular work hours.
- Any other duties as may be required from time to time.
- A Degree in IT or any related discipline
- Strong ITIL Knowledge
- With at least 5 years’ experience of managing a team, and 3 years of relevant experience supporting IT infrastructure and service delivery
- Good understanding of server & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc.
- Able to prioritize and allocate team members
- A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies
- A very strong customer orientated approach with a delivery bias
- Experience of working with 3rd party service providers
- Strong knowledge of Active Directory (Design, Security and Administration), Microsoft Windows Server, Messaging (MS Exchange, Archiving, Unified Communications), and Networking technologies and concepts. Good understanding of VMWare 5 / Hyper V
- Sound understanding of IT Security and Data protection, Cloud and mobile technology, Citrix and Citrix Metaframe, Powershell scripting (Desirable), and MS SharePoint.