IT SERVICES & SUPPORT MANAGER

Job Description

We are looking for an experienced and hands-on IT Services & Support Manager to lead our IT operations, technical support, infrastructure, and service delivery functions.

Organisation Description

SPIM provides businesses with professional IT and network solutions that match the quality of an internal IT team. Our flexibility as a local company, combined with the expertise of highly trained technicians and certified procedures, ensures efficient and confidential support.

Selection Criteria

KEY RESPONSIBILITIES

- Lead and manage day-to-day IT services, helpdesk, technical support, and infrastructure operations.

- Supervise, mentor, and develop IT support and technical staff.

- Manage company networks, servers, workstations, cloud services, Microsoft 365, Active Directory, and other business-critical systems.

- Ensure high availability, performance, reliability, and security of IT systems and services.

- Manage cybersecurity operations, including endpoint protection, access controls, network security, firewalls, VPNs, and security monitoring.

- Develop and maintain backup, disaster recovery, and business continuity procedures.

- Oversee hardware and software installation, configuration, maintenance, upgrades, and troubleshooting.

- Manage IT assets, software licensing, procurement, warranties, and equipment lifecycle planning.

- Establish and maintain effective helpdesk processes, service standards, escalation procedures, and technical documentation.

- Monitor recurring technical issues and implement long-term corrective solutions.

- Manage IT vendors, contractors, suppliers, and service agreements.

- Plan and coordinate infrastructure upgrades, system migrations, cloud initiatives, and technology deployments.

- Develop IT policies, procedures, security standards, and governance practices.

- Monitor service performance and establish KPIs and IT performance reports for management.

- Provide technical support and advice to management, staff, and business departments.

- Work closely with other departments to understand business requirements and recommend suitable technology solutions.

- Support CCTV, access control, video conferencing, and other integrated technology systems where required.

QUALIFICATIONS & EXPERIENCE

- Degree or diploma in Information Technology, Computer Science, Networking, Information Systems, or a related field.

- Significant professional experience in IT operations, infrastructure, systems administration, or technical support.

- Previous experience in an IT Manager, IT Supervisor, Service Delivery Manager, or senior IT support role.

- Proven experience managing and mentoring technical teams.

- Strong knowledge of Microsoft 365, Active Directory, Windows environments, networking, servers, and enterprise IT infrastructure.

- Good understanding of Cisco networking, TCP/IP, LAN/WAN, VPN, Wi-Fi, switches, routers, and firewalls.

- Experience with cloud and virtualization technologies such as Azure, AWS, and VMware is highly desirable.

- Strong understanding of cybersecurity, endpoint protection, access control, information security, and risk management.

- Experience with backup systems, disaster recovery, and business continuity planning.

- Experience managing IT vendors, procurement, software licensing, and technology assets.

- Strong troubleshooting, analytical, and problem-solving skills.

- Experience developing IT policies, procedures, technical documentation, and service processes.

- Strong project management and organizational skills.

- Excellent communication, leadership, and customer-service abilities.

- Ability to communicate technical information clearly to both technical and non-technical users.