IT Support Manager

About the role

**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 --- **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. --- **Application Process:** Interested candidates should submit their CV and a cover letter detailing their qualifications and experience via our online portal. --- This job will suit someone with a proactive attitude, a passion fo

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