IT Manager

The ideal candidate will have a wealth of experience tackling various hardware and software problems. They should be comfortable providing technology solutions to employees and working closely with third party software companies to adopt new technologies and efficiently use existing ones. This candidate should have prior experience working with information technology and understand the latest technology trends to ensure the technology in place is up to date.

Responsibilities

• Manage the organization's IT helpdesk and technical support operations, ensuring timely and effective resolution of hardware, software, network, and system-related issues.
• Lead, coach, and develop IT staff while establishing clear service standards, support procedures, and performance expectations.
• Monitor IT systems, infrastructure, and user support performance to ensure reliability, efficiency, and minimal disruption to business operations.
• Identify technology gaps and recommend, implement, and continuously improve IT systems, tools, and solutions based on organizational needs.
• Develop and implement IT policies, procedures, and service standards to improve user experience, productivity, and overall IT service delivery.
• Ensure proper management of IT assets, user access, data security, backups, system recovery, and other IT controls.
• Plan and manage IT projects, upgrades, system implementations, and technology improvements in coordination with management and concerned departments.
• Monitor IT-related costs, vendors, and service providers, ensuring that technology investments provide value and support the organization's operational goals.
• Ensure IT processes and services comply with applicable company policies and ISO standards, including ISO 9001, ISO 14001, and ISO 45001.
• Perform other IT-related duties and responsibilities as assigned by the Immediate Supervisor or Top Management.

Qualifications

1. Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
2. At least 4 years of relevant IT experience, with a minimum of 2 years in a supervisory or managerial capacity.
3. Proven experience in IT helpdesk, technical support, and IT operations management.
4. Strong knowledge of IT infrastructure, networking, hardware, software, system administration, and troubleshooting.
5. Experience in implementing and improving IT systems, processes, and technology solutions.
6. Good understanding of IT security, data protection, backup, recovery, and access management.
7. Strong leadership, analytical, problem-solving, and decision-making skills.
8. Excellent verbal and written communication skills, with the ability to work effectively with both technical and non-technical users.
9. Strong customer-service mindset with a focus on improving user experience and IT service delivery.
10. Ability to manage multiple projects, priorities, vendors, and deadlines effectively.