Assistant Regional IT Manager

RESPONSIBILITIES:

The Assistant Regional IT Manager is responsible for delivering timely and effective technical support to end users across the region, both onsite and remotely. This role oversees the regional IT helpdesk operations and leads the helpdesk team to ensure efficient resolution of incidents, service requests, and technical issues.

The role works closely with the Regional IT Manager to implement and support regional IT initiatives, ensuring consistent deployment, maintenance, and adherence to corporate IT standards across all regional offices.

• Provide end-user technical support for hardware and software issues, including but not limited to desktops, laptops, printers, scanners, telephony systems, mobile devices, network connectivity, and enterprise applications.
• Lead and supervise the regional IT helpdesk team to ensure timely and effective resolution of support requests and incidents.
• Monitor, track, and document incidents, service requests, and resolutions within the IT service management system.
• Develop, maintain, and continuously improve IT support processes, procedures, and documentation.
• Coordinate employee onboarding and offboarding processes, including account provisioning, access control, and equipment allocation.
• Manage the lifecycle of corporate IT assets, ensuring accurate inventory records and compliance with asset management policies.
• Collaborate with employees at all levels of the organization to deliver a high standard of end-user support and overall user experience.
• Prepare and maintain standard operating procedures (SOPs), IT policies, and technical documentation, ensuring they remain current and aligned with corporate standards.
• Coordinate with IT teams across different countries to ensure consistent implementation, deployment, and maintenance of corporate IT systems across the region.
• Assist in the management and administration of cloud infrastructure platforms such as AWS and Microsoft Azure.
• Ensure operating systems, applications, and infrastructure components are regularly updated with necessary patches and security updates.
• Support and participate in regional IT projects, working closely with the Regional IT Manager to ensure successful delivery.
• Maintain professionalism and composure when handling high-pressure situations or critical incidents.
• Uphold professional conduct and represent the IT department with integrity and reliability at all times.
• Perform any other duties and responsibilities assigned by the Regional IT Manager or management from time to time.

REQUIREMENTS AND QUALIFICATIONS:

• Minimum Diploma in Computer Science/Information Technology or equivalent
• Minimum 4-6 years of professional support experience in computer hardware, label printers, networking and applications.
• Strong knowledge of enterprise IT infrastructure including Active Directory, Windows Server, file and print services, and endpoint management.
• Solid understanding of networking fundamentals, including TCP/IP, VLANs, VPNs, firewalls, and wireless networking.
• Proficiency in IT service management tools and incident management processes.
• Experience in supporting cloud platforms such as AWS and Microsoft Azure.
• Experience in system patch management, endpoint security, and vulnerability remediation.
• Ability to troubleshoot complex technical issues across hardware, software, and network environments.
• Ability to lead, supervise, and mentor helpdesk team members across multiple locations.
• Ability to communicate with technical and non-technical users
• Keep abreast of emerging technologies
• Strong analytical and organizational skills
• Excellent written and interpersonal communication skills