About the Role We are seeking an experienced Assistant IT Manager to join our dynamic team. The successful candidate will be responsible for managing and coordinating our IT service desk team, ensuring the smooth operation of our IT infrastructure, and maintaining the highest level of data security and compliance. This role will report directly to the Head of IT.
Key Responsibilities: Global IT Support Services: Provide comprehensive IT support services across multiple geographical locations.Incident Management: Oversee the resolution of IT incidents, ensuring they are resolved within the agreed SLAs.Events Management: Coordinate and manage IT-related events, ensuring minimal disruption to business operations.Escalation Management: Manage the escalation process for critical incidents, ensuring timely resolution and communication with stakeholders.Asset Management: Oversee the complete lifecycle of IT assets, from procurement and setup during onboarding, through to offboarding and eventual disposal.Knowledge Management: Develop and maintain a knowledge base to facilitate quick resolution of common incidents.System performance monitoring: Monitor the health status of servers, systems, network, backups, and restoration processes.IT Operations Management: Oversee the day-to-day operations of the IT service desk, ensuring high-quality service delivery.Client Requirements: Work closely with clients to understand their requirements and ensure they are met.IT Service Management: Implement IT service management best practices to improve service delivery and customer satisfaction.Root Cause Analysis: Conduct root cause analysis to identify and address the underlying causes of IT issues.Team Management: Lead and manage the Service Delivery team, fostering a collaborative and productive work environment.Project Management: Lead IT projects, ensuring they are delivered on time and within budget.Documentation and Reporting: Prepare and present regular reports on IT operations and service desk performance and other key metrics. Required Skills and Experience: Proven experience as an Assistant IT Manager or similar role.Strong experience with IT service management tools.Extensive knowledge of project implementation.Proficiency in information security principles and best practices.Significant experience with IT infrastructure including servers, systems, and networks.Familiarity with various operating systems and platforms (e.g., Windows, Linux, MacOS).Knowledge of ITIL and other IT best practices.Experience with KPIs, SLAs, and priority matrix.Strong leadership and decision-making skills.Excellent problem-solving and communication skills.Bachelor's degree in information technology, Computer Science, or a related field. Preferred Skills: Certifications such as ITIL, or similar are a plus.Experience with specific technologies such as Microsoft 365, Google Worskpace, ITSM, Active Directory, Windows Servers, Hyper-V, Fortinet, Cisco, Veeam, AWS, Azure, etc.
#J-18808-Ljbffr