As an IT Manager, you will play a critical role in ensuring the organization's technological capabilities align with its strategic objectives. Your leadership and expertise will be essential in fostering a secure and efficient IT environment that supports the growth and success of the business.

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This includes but is not limited to:

• Operations Management. Ensure the smooth functioning of the organization's IT infrastructure. This includes overseeing network and system administration, ensuring data security and privacy, and maintaining business continuity through robust backup and disaster recovery plans.
  a. Manage day-to-day oversight and coordination of IT helpdesk activities, ensuring timely and efficient resolution of user issues.
  b. Ensure that the shift scheduling of IT staff meets operational needs, maintaining adequate coverage during business hours and after-hours support.

• Strategic Planning. Work with the IT director to budget for needed IT resources, aligning the budget with strategic goals and operational requirements.

• Project Management. Assign IT projects and tasks to capable staff, overseeing their execution to ensure successful completion within specified timelines.
  a. Communicate important IT information to relevant departments, fostering effective collaboration and alignment with business objectives.

• Team Leadership. Build and lead a skilled and motivated IT team. Provide guidance, mentorship, and support to team members, fostering a positive and productive work environment.
  a. Document processes and train IT staff to ensure consistency in service delivery, promoting knowledge sharing and professional growth.
  b. Provide regular coaching and guidance to IT staff to enhance service delivery, improve employee satisfaction, and support professional development
  c. Conduct performance reviews of subordinates and direct reports, providing constructive feedback and setting goals for their continued growth.

• Vendor Management. Work with external vendors and service providers. Coordinate with vendors when necessary for service and support delivery, maintaining effective relationships to ensure optimal outcomes.

• Security Management. Maintain the security of the organization's IT systems and data
  a. Ensure that IT/InfoSec processes are followed by IT staff, adhering to security standards and regulatory requirements.

• 7. Performance Monitoring and Reporting.
  a. Monitor team performance against defined Key Performance Indicators (KPIs) consistently, identifying areas for improvement and developing strategies to meet them.
  b. Generate reports as needed to provide insights into IT operations, including performance metrics, project status, and resource utilization

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Requirements:

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• At least 4 years of IT Management experience, ideally from BPO and Telco companies.

• Proficient in O365/Intune and Telephony systems.

• Strong troubleshooting skills.

• Excellent English communication (verbal and written) for non-technical stakeholders.

• Proactive strategic thinker, proposing innovative solutions.

• Detail-oriented, ensuring high-quality project execution.

• Ability to work in a fast-paced, dynamic environment and handle multiple projects simultaneously.

• Willing to work on a US/UK shift

 

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