IT Manager

PURPOSE OF JOB
The IT Manager will be responsible for building, maintaining, and updating efficient computer systems and networks optimizing technology to ensure business sustainability.

KEY PERFORMANCE AREAS
Incident Response, Management, and Escalation
• Responsible for ensuring the incident workload is monitored and actioned appropriately (In-Person or Remotely).
• Ensure the FD is kept informed of ongoing or serious incidents, as well as identifying underlying patterns.
• Detailed reporting of ongoing or serious incidents including the steps taken up to the point of escalation, planned or suggested further remedial steps, and the impact of the incident on the business.

Problem Identification Diagnosis and Escalation
• Create problem records and verify the nature of the problem.
• Responsible for ensuring incidents relating to the problem record are flagged and steps are taken to mitigate the impact of the problem.
• Keep the FD informed of the progress of the problem resolution, and when needed work with the outsourced service providers on technical solutions to the problem.

Staff Training
• Help identify training and/or induction needs for new and existing staff.
• Compile “How to guides” and training material.

User Account Creation and management and User Permission Management
• Responsible for ensuring the day-to-day account creation needs are met and that appropriate security rights are maintained as required.
• Understand and evaluate appropriate group membership requirements and the different rights each membership carries.
• Assist in ensuring sufficient testing is undertaken to make sure the accounts work as required.
• Effectively manage folder permissions ensuring sensitive information is only accessible by people who require access

Hardware Repair and Maintenance
• Responsible for deployment, maintenance, and repair of all hardware, software, systems, networks, printers, and scanners.
• Take appropriate steps to diagnose hardware faults and to repair or maintain physical systems in a sage-ordered manner.

General System Monitoring & Improvements
• Responsible for tracking alerts and notifications across the range of systems monitoring early warnings of possible issues.
• Work closely with external service providers to identify fault patterns.\
• Ensure security and privacy of networks and computer systems.
• Develop, monitor, and maintain local networks in ways that optimize performance.
• Identifying and acting on opportunities to improve and update software and system
• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations, and outages

Asset, Stock and Equipment Management and Consumable Ordering
• Tag and Record all IT Assets before being issued
• Undertake periodic checks of assets to ensure the system is being maintained effectively.
• Maintain printers and other devices which from time to time need consumable items replacing.

Staff Management
• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance

QUALIFICATIONS
• Grade 12 Certificate
• CompTIA A+ N+ certification (Essential)
• Microsoft/Office 365 Certified (Desirable) [Management - EOP and ATP]
• Azure Administrator Course (Desirable)

COMPETENCIES AND SKILLS
• Minimum 8 years relevant experience in a similar support role
• Proven Experience of managing and leading an IT department
• VOIP experience
• SharePoint / OneDrive for business experience
• Intune device management
• Ubiquiti wireless networks - AP's
• Web Application Firewalls experience - FortiGate firewall
• Strong Operator with a proactive mindset
• Ability to apply critical thinking to solve problems
• Excellent written and verbal communications skills
• Excellent Interpersonal Skills with the ability to support staff on various levels
• Acute attention to detail
• Ability to work under pressure