Senior IT Team Leader (Day Shift)  

Purpose of Position

To manage the day-to-day operations of the Information Technology (IT)Team. To make decisions and take actions to help ensure the stability of the company’s network and system infrastructure.

The position is primarily responsible for the company’s IT environment in respect of forward planning, administration, maintenance, and IT support.

Key Roles and Responsibilities:

Information Technology

• Manage IT requirements and ensure infrastructure and security standards are developed and maintained.
• Provide the company with expert opinions on new and emerging technologies that might become useful for doing business
• Oversees the administration of the company's WAN and LAN
• Responsible for managing, maintaining and monitoring hardware, software, security and other systems pertaining to IT
• Contribute to the firm’s strategic Information Technology planning and research, report and recommends new initiatives.
• Manage the company's help desk operations and coordinating with System Administrators in resolving tickets following a standard SLA.
• Oversee troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary
• Coordinate and monitor the performance of service providers and consultants and negotiate agreements.
• Ensure full systems documentation is maintained, together with asset and license registers.
• Ensure telephone and data communication equipment is managed effectively and meets the needs of the company.
• Recommend and coordinate purchases of technology that will increase business efficiency, save money and facilitate corporate expansion
• Liaise with counterparts in Australia and other client partners

Department Management

• Manage the overall operational activities of the IT department
• Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
• Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with company policies and procedures.
• Establish and maintain relevant controls and feedback systems to monitor the operation of the department.
• Review performance data to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
• Manage the preparation and maintenance of reports necessary to carry out the functions of the department. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment.
• Communicate regularly with other managers and the executive team.

Project Management

• Initiate a project to improve the system and process integration of the whole ESC company.
• Manage technical project and ensure all project management timeline are handled accordingly.
• Certification in PMP, Prince2, Agile is an advantage to ensure all project managed are well documented, executed and handled according to the corporate standard.

Human Resources Management

• Work with Human Resources to recruit, interview, select, hire and employ an appropriate number of employees
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
• Foster a spirit of teamwork and unity among department members to enable each employee and the department to succeed.
• Consciously create a workplace culture that is consistent with the overall company's vision, mission, and values.
• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
• Maintain employee work schedules
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email and regular interpersonal communication.

Qualifications

• Bachelor's/College Degree in Computer Science/Computer Engineering/Information Technology
• Proficient in Microsoft Office
• Knowledge of the functions, operation, and mission of the IT department.
• Preferably has undergone Management Training
• In-depth Network experience for managing and implementing the new and updated system and architecture.
• Knowledgeable on Cisco and Mikrotik network equipment and Firewall.
• In-depth knowledge of Project Management.
• In-depth knowledge on Servers AD, Symantec Antivirus, File Server, WSUS and PFSense.
• At least 8-12 years of IT related Projects, Network Infrastructure, Server Management, People management and supporting customer/s.
• Experience on VoIP telephony.

Experience

• Preferably at least 7-12 years’ experienced employee specializing in Information Technology or equivalent
• Experience in Business Process Outsourcing (BPO) is an advantage
• Demonstrated ability to lead and develop a department and department staff members.
• Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction.
• Proven evidence of the ability to practice a high level of confidentiality.
• Demonstrated experience in administering a network running on applications used by the firm.
• Demonstrated experience in maintaining systems and associated documentation.

Skills

(Management skills, Communication skills, etc.)

• Excellent communication skills; fluent in both spoken and written English
• Excellent leadership, decision-making, organizational and time-management skills
• Outstanding interpersonal relationship building and employee coaching and development skills
• Excellent technical knowledge including good analytical problem solving
• Ability to provide expert advice on IT issues affecting the firm
• Ability to manage multiple priorities effectively and on a consistent basis
• Ability to thrive under pressure and deliver effectively in a fast-paced environment