IT Support Manager

**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