IT Support Manager

Job Summary:**

The role supports both on-premise and remote environments, ensuring reliable IT operations aligned with business needs. This role requires both managerial oversight and hands-on technical involvement in daily IT operations.

1. **Infrastructure Deployment and Setup:**

• Plan, coordinate, and execute infrastructure deployment activities, including site assessments, setup, and testing.
• Lead and actively participate in installation, configuration, and decommissioning of IT infrastructure components.
• Provide onsite and remote technical support to ensure smooth implementation and minimal operational disruption.

1. **Network and System Administration:**

• Oversee and participate in the configuration and maintenance of network systems, including switches, routers, servers, and cloud platforms.
• Monitor system performance and troubleshoot issues to ensure optimal uptime and service reliability.
• Manage user accounts, permissions, and access controls across local and cloud-based environments.
• Perform and support system maintenance activities such as patching and updates.

1. **Network Security:**

• Implement and maintain IT security measures, including firewalls, antivirus, and access controls.
• Oversee and participate in backup and disaster recovery processes, including regular testing.
• Lead and support response to cybersecurity and data-related incidents.

1. **IT Support Operations Management:**

• Manage daily IT support operations, ensuring timely resolution of incidents and service requests.
• Actively participate in troubleshooting and resolving technical issues when required.
• Ensure service delivery meets established service levels and performance standards.

1. **Team Leadership & Resource Coordination:**

• Supervise and guide IT support staff, providing technical direction and support.
• Allocate tasks, monitor workload, and ensure effective team performance.
• Support team development through coaching and knowledge sharing.

1. **Documentation & Performance Reporting：**

• Maintain accurate documentation of IT systems, configurations, and support activities.
• Prepare reports on system performance, incidents, and support metrics.
• Ensure documentation is updated and aligned with operational requirements.

1. **Project Coordination & Delivery:**

• Support planning and execution of IT infrastructure projects, including upgrades and implementations.
• Coordinate with internal teams to ensure project requirements are met.
• Monitor project progress and address issues to ensure timely completion.

• Ticket resolution time
• Customer satisfaction (CSAT)
• Network/system uptime
• Accuracy and completeness of documentation
• Timely delivery of assigned projects

1. **Education:**

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related fields.

1. **Technical Skills:**

• Strong knowledge of Windows, macOS, and Linux operating systems.
• Hands-on experience with desktop hardware, software, printers, and networking devices.
• Familiarity with Active Directory, Office 365 administration, and VPN configurations.
• Knowledge of basic cybersecurity practices and troubleshooting methods.
• Ability to work with various remote support tools and ticketing systems (e.g., Zendesk, Jira, etc.).

1. **Experience:**

• At least 3–5 years of relevant IT support experience, with some supervisory or team-leading responsibilities.
• Experience in supporting cloud-based solutions (AWS, Azure, Google Cloud) is a plus.

1. **Soft Skills:**

• Strong problem-solving abilities, able to think on your feet and provide quick resolutions.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Team player, willing to collaborate and share knowledge.
• Strong organizational skills with attention to detail, able to handle multiple tasks and priorities.

1. **Certifications (Preferred):**

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Azure Fundamentals
• Cisco Certified Network Associate (CCNA)

• A dynamic, team-oriented work environment.
• Opportunities for professional growth and development.
• Competitive salary with performance bonuses.
• Health benefits and ongoing training.

**Application Process:**

Interested candidates should submit their CV and a cover letter detailing their qualifications and experience via our online portal.

This job will suit someone with a proactive attitude, a passion for technology, and a strong commitment to customer service. If you’re eager to expand your skills