IT Manager  

1. Maintain information technology systems (including servers, desktops, laptops and network equipment and all applications).
2. Provide IT operations and administration functions for the Head Office and the nationwide branch network, ensuring proper orientation of the organization’s hardware, software and voice/data network solutions.

Computer & System Support Management

• Responsible for the purchase, installation, assignment tracking and life-cycle maintenance of servers, desktops, laptops, peripherals, and network equipment.
• As appropriate, provides escalated on-site support of hardware, software and network issues.
• Act as the primary point of communication between ICT and operating, business and functional units.
• Develop innovative and proactive methods to support the customer base.
• Accredit / qualify, manage IT outsourced service providers.
• Hardware / software Maintenance.
• Desktop and laptop maintenance, software patching and troubleshooting.
• Data center systems maintenance and administration.
• IT procurement and inventory.
• Vendor relations and management.
• Procurement of all IT hardware and software.
• Manage IT hardware and software inventory.
• Software license management.
• Installation services.
• New branch IT equipment and network set-up.
• System installation and roll-out of various applications.

IT Helpdesk Management

• Manage the IT Helpdesk Team in driving productivity and maintaining a high-quality of service.
• Customer service – ensures that customer requests and concerns are recorded / ticketed, properly handled and resolved within the prescribed service level.
  • Helpdesk support
  • Applications, technical administrations support
  • User support and consultation

IT Helpdesk Management

• Coordinate and direct the activities of IT Specialists and staff in cross-functional teams, ensuring that all day-to-day operational activities are carried out in a timely and reliable manner.
• Accountable for the performance and compliance of personnel in his team.
• Act as interviewer (for applicants), and trainer to new direct reports (whether new hire or newly transferred).
• Organize, manage, evaluate and supervise effective functioning of the area consistent with the company’s values, vision and mission.
• Delegate responsibilities and farm out projects that will cultivate and maximize branch personnel’s potential.
• Monitor performance milestones, conduct performance appraisal discussions and provide timely and constructive performance feedback to branch personnel to ensure attainment of performance targets and deliverables.
• Coach and mentor periodically and as needed; implement coaching, developmental rewards and recognition, disciplinary actions, etc.
• Develop, endorse for approval, implement, evaluate and re-design area-specific incentive and rewards and recognition programs.
• Ensure availability and successors for critical posts.
• Partner with HR to develop training programs with the Group Head’s approval, aligned with direct report’s career map; also, administer other HR-related concerns and requirements.
• Map out developmental plans for direct reports and subordinates to ensure availability of succession pipeline.
• As manager, acting “in the interest of the company; recommends managerial actions such as to hire, transfer, suspend, lay-off, recall, discharge, assign or discipline employees. If the exercise of such authority is not merely routinary or clerical in nature but requires the use of independent judgment.

Education and experience

• IT or related university degree is preferred.
• Veteran IT professional who possesses years of hands-on technical experience and leadership skills.
• 10+ years of IT operations experience, ideally with OS database and network administration experience.
• 3+ years in managing an IT operations team.

Skills and attributes

• Strong customer-service mindset.
• Good technical knowledge of Intel-based servers, PC desktops and laptop, MS Windows Server 2003/2008/2010, MS SQL Server, VMWare, Linux, MS Windows and Office, collaboration tools (email, MS Sharepoint).
• Experience in developing and executing IT security procedures, back-up/recovery procedures and business continuity plans.
• Demonstrates poise, tact, and diplomacy.
• Attention to details.
• With track record of building, developing and motivating high-performing teams.
• Excellent written and verbal communication skills.