IT Operation Manager

This position is responsible for overseeing and managing IT systems and IT operational activities. The IT Operations Manager will oversee the strategic planning, procurement, implementation, security, protocols, and management of Information Technology solutions in use by the client and the IT operational activities associated with them.
IT Operations Manager is responsible for managing the day-to-day operations of the IT team, ensuring the availability and reliability of systems and networks, managing technology vendors, and implementing new technologies and processes to improve efficiency and productivity. He/She must ensure that the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.

Responsibilities :

• Lead teams in Network & Security, Helpdesk, and Infrastructure and datacenter (on-premise/Cloud) operations.
• Overseeing the daily operations of the IT department and ensuring that systems and networks
• Evaluate, develop, and motivate team members, ensuring optimal performance.
• Facilitate coordination and communication between teams.
• Manage the strategic planning and development of the company’s information systems infrastructure.
• Ensure the security, performance, and integrity of the infrastructure.
• Assess cybersecurity risks and implement proactive measures.
• Develop and implement policies and procedures to protect the company's information assets.
• Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity.
• Organise security awareness training and consciousness-raising activities.
• Managing technology vendors and service providers to ensure that the organization's technology needs are met.
• Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization's business goals.
• Leading a team of IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.
• Maintaining a strong understanding of the organization's business needs and working closely with other departments to ensure that IT is aligned with those needs.
• Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.
• Managing the IT budget and ensuring that expenses are in line with the organization's financial goals
• Keeping up to date with the latest industry trends and developments in IT operations management.
• Assess system performance and recommend improvements
• Provide support and guidance to stakeholders via help desk

For End User Support

Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions. Providing outstanding first level technical support as well as assisting in planning out and building our IT infrastructure.

Responsibilities :
• Oversee, manage, and train the Information Technology Services (ITS) Help Desk staff, support systems, and all provided services.
• Ensure that all end-users are receiving timely support and quality assistance including the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, and coordination of ITS Help Desk functions.
• Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance , contributing to the overall improvement of our IT stack
• This position will manage the Help Desk staff in their supervisory organization (includes outsource team) and will conduct the performance evaluations of this team.
• Provide end-user support to executive staff, and advice regarding standard office applications and best practices as it evolves with company needs
• Effective Management of SLAs and OLAs for team and outsource vendors respectively
• Ensure Licensing Management
• Ensure Inventory Management
• Support onboarding / off-boarding employees on corporate systems
• Create and update manuals and documentation
• Budget Management
• Keeping up to date with the latest industry trends and developments in IT helpdesk operations management.