The posting
**Job Summary:**
The IT Support Manager is responsible for overseeing and delivering IT support services to ensure the stability, security, and efficiency of IT systems. This is a hands-on leadership role that combines managerial responsibilities with active technical involvement in infrastructure deployment, system administration, and issue resolution. 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.
**Key Responsibilities:**
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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **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.
7. **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.
**Key Performance Indicators (KPIs):**
- Ticket resolution time
- Customer satisfaction (CSAT)
- Network/system uptime
- Accuracy and completeness of documentation
- Timely delivery of assigned projects
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**Job Requirements:**
1. **Education:**
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or related fields.
2. **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.).
3. **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.
4. **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.
5. **Certifications (Preferred):**
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Azure Fundamentals
- Cisco Certified Network Associate (CCNA)
**What We Offer:**
- A dynamic, team-oriented work environment.
- Opportunities for professional growth and development.
- Competitive salary with performance bonuses.
- Health benefits and ongoing training.
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**Application Process:**
Interested candidates should submit their CV and a cover letter detailing their qualifications and experience via our online portal.
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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
