Control Room IT Manager

The IT Manager will oversee the day-to-day operation, stability, and continuous improvement of the organisations IT infrastructure. This includes internal systems as well as IT and security equipment deployed at customer sites.

This role suits a hands-on IT generalist with strong experience across networks, servers, and workstations in Windows and Linux environments. Experience supporting high-availability environments (such as call centres or security control rooms) is highly desirable. Exposure to video surveillance technologies will be a strong advantage.

Key Responsibilities

IT Operations & Infrastructure

• Develop, implement, and enforce IT policies, procedures, and standards.
• Promote best practices and drive continuous improvement across IT operations.
• Manage and maintain core IT infrastructure, including:
• Network components (LAN/WAN, switches, routers, firewalls)
• Server environments (Windows Server and Linux)
• Workstation deployment, configuration, and support
• Monitor system performance to ensure high availability, reliability, and scalability.

Customer Site Equipment & Support

• Manage IT and security equipment deployed at customer sites, including:
• Network components (LAN/WAN, switches, routers, firewalls)
• Servers
• NVRs, DVRs, and surveillance cameras
• Engage directly with clients and their IT teams to ensure effective problem resolution.
• Design and implement standardised processes to reduce incident resolution times.
• Define and enforce deployment, monitoring, and maintenance standards for client-side equipment.

People, Process & Vendor Management

• Support skills development of junior staff and contribute to team growth and knowledge sharing.
• Coordinate with vendors and service providers for hardware and software procurement and support.
• Maintain accurate documentation for systems, configurations, and operational procedures.
• Define, implement, and ensure adherence to SLAs.

Key Performance Indicators (KPIs)

• Reduction in Mean Time to Resolution (MTTR) for client-impacting issues.
• Availability and performance of core IT infrastructure.
• Successful implementation of standards for:
• Client-side equipment deployment and monitoring
• Surveillance equipment (NVR and camera) configurations
• SLA compliance and operational consistency.

Qualifications & Experience

• Minimum 5 years experience in IT operations or infrastructure management.
• Proven experience developing and enforcing IT policies, processes, and procedures.
• Strong technical expertise in:
• Windows Server and Linux environments
• Networking (routers, VPNs, connectivity)
• Desktop and endpoint support
• ITIL Foundation (or higher) preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate or equivalent experience.
• Mikrotik MTCNA certification or higher (MTCRE advantageous).

Technical Skills & Systems

• Windows & Linux operating systems
• Networking fundamentals: TCP/IP, NAT, port forwarding, routing protocols
• Routers and VPN management
• Experience with security equipment (alarm panels, sensors, etc.) advantageous
• Exposure to video surveillance systems is a strong plus

Skills & Competencies

• Highly self-disciplined with the ability to work autonomously.
• Strong communication and documentation skills.
• Detail-oriented with a strong focus on operational excellence and reliability.