Job Purpose

As a recognized leader, the Manager of IT Services and Support is responsible for the leadership and support of the business with IT services. Support IT leadership in developing strategic direction and developing, implementing, and maintaining systems processes and procedures. In implementing and supporting IT equipment, business applications, systems, and procedures. In-house & capital projects within recognized fields of Information Technology (IT) endeavors as detailed. 

Key Accountabilities & Working Relationships

KEY ACCOUNTABILITIES

• Enhance or develop and maintain and support computer software and hardware; test and evaluate Information Technology (IT) systems; develop and mentor IT Support members; manage & assist in managing Information Technology (IT) projects.
• Monitoring the maintenance and support of Computer hardware and related infrastructure; test Data Network Systems (LAN/WAN, wireless and structure cabling.
• Monitoring Installation, customization, and troubleshoot open computer operating systems software, hardware, and software required to maintain business functions, such as end-user computer operating system image,
• Monitoring upkeep and maintain and troubleshoot IP telephony system equipment; Meeting room System and equipment; Printing and Multifunction devices and associated system.
• Provide deskside and remote support to all users to resolve the incidents fulfill the approved service requests.
• Adhere to Service Level Agreement when supporting customers, escalate any service, and Train and mentor newly hired Assistant IT Support Engineers.
• Responsible and accountable for the support team activities and maintaining internal team and external vendor SLAs
• Test, evaluate, develop, and implement new computer applications and systems, and maintain, enhance, and support existing computer applications and systems.
• Manage & assist in implementing Data Network Connectivity (LAN, WAN, Wireless).
• Accountable for maintenance and updating the IT Asset database for all IT Hardware equipment and Software licenses.
• Manage & assist in managing Information Technology (IT) projects.
• Responsible and accountable for the timely renewal of IT equipment and licenses

WORKING RELATIONS

Internal Interactions

• Frequent contact with functional experts for direction and guidance, and with customers for deskside and remote support requirements.
• Identify and escalate issues and risks within project structure.

External Interactions

• Work closely with external contractors on projects assigned.
• Frequent contact with vendors for product information, IT project status and technical support. 

Who we are looking for

QUALIFICATIONS & EXPERIENCE

Education

• Bachelor of Science (BS) OR Diploma in Computer Science, Engineering, Physical Sciences or equivalent

Professional Qualifications

(Certifications & Accreditations)

• IT Industry Accredited and related certificate e.g. ITIL, MCSA, MCITP, CCNP, CCSP, VCAP, CRISC, CAPM, CGEIT, PMP

Competencies

(Knowledge, Skills & Abilities)

• Knowledge and experience with PCs, Operating systems, Peripherals, LAN topologies, Switches, hubs, and terminal servers. 
• Proficient in maintaining precise control over Configuration Items, including hardware devices, applications, documentation, telecom services, data center facilities to deliver IT services.
• Knowledge of frameworks and standards associated with IT like ISO 20000, 

Experience

• Eighteen (18) years of relevant experience in IT Support or Services function

Languages

• Thoroughly proficient in both verbal and written English