IT Manager

DUTIES:

Tier 1 and Tier 2 Team Management

Tier 1 Operational Centre:

• Manage the Tier 1 team, which operates on a shift basis to support IT requests from client sites.
• Ensure that the team meets the target response time of 5 minutes for client requests and escalates issues to Tier 2 when necessary.
• Shift Management: Ensure efficient shift coverage and manage scheduling to guarantee 24/7 support without response time delays.
• Team Development: Train and develop the Tier 1 team to handle requests efficiently, ensuring all team members are aligned with the target response time.

Tier 2 Team:

• Oversee the 24/7 Tier 2 team, which handles escalated issues and more complex network, server, and infrastructure problems.
• Ensure Tier 2 is available around the clock to provide critical support when needed.

SOP Development:

• Establish and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 teams to standardise issue resolution, ticket handling, and escalation processes, all aimed at meeting the target response time.

Infrastructure and Daily Operations

Network & Office Infrastructure:

• Manage and maintain PABX systems, WAN/LAN networks, and ISP monitoring across all offices and sites, ensuring continuous network uptime.

ISP and Vendor Management:

• Oversee relationships with ISPs across all sites and offices, ensuring reliable service, cost-effective contracts, and adherence to Service Level Agreements (SLAs).

Daily Database Backups:

• Ensure daily database backups are completed and monitored, maintaining data integrity and availability.

Support Ticket Management:

• Oversee the handling of support tickets across Eworks and WhatsApp platforms, ensuring Tier 1 addresses tickets efficiently and escalates unresolved issues to Tier 2 promptly.

Hot Standby PCs:

• Maintain a stock of ready-to-deploy "Hot Standby" PCs to minimise downtime in case of hardware failures.

Response Time Management and Optimisation

Real-Time Monitoring:

• Implement real-time monitoring systems for incoming tickets to ensure that the Tier 1 team consistently meets the target response time. Use tools that trigger alerts when response times exceed the target.

Automation of Ticket Routing:

• Automate the assignment of routine tickets to the appropriate team members, ensuring that client groups are prioritised for faster responses.
• Use automation to reduce manual processing time and eliminate bottlenecks in ticket handling.

Process Improvements and Long-Term Projects

Site Layouts and IP Deployment:

• Plan and document IT infrastructure layouts for each site, ensuring scalable and efficient deployment of IP ranges for new locations.

Automation of Tier 1 and Tier 2 Processes:

• Lead automation initiatives to improve the efficiency of both Tier 1 and Tier 2 teams, focusing on reducing manual work and speeding up ticket handling.

Security Management:

• Implement security protocols and server lockdowns to protect data and IT infrastructure across all sites. Conduct regular security audits and risk assessments.

Data Usage and Trend Analysis:

• Analyse data usage across the network, providing insights and optimisation recommendations based on usage trends.

Long-Term Strategic Projects

Domain Certificate and Domain Management:

• Manage domain certificates and renewals, ensuring security and compliance.

Office 365 Administration:

• Oversee the administration of Office 365 accounts, ensuring secure access and smooth user management.

BOQ and Site Designs:

• Lead the development of Bills of Quantities (BOQ) for IT infrastructure projects and collaborate on new site designs.

Cloud Infrastructure:

• Lead initiatives to optimise and scale the company’s cloud infrastructure, aligning with long-term business goals.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

 

---