IT Manager

JOB CONTEXT & PURPOSE

(Brief summary of the position, i.e. why does the role exist?)

IT Manager will oversee IT systems and services ensuring that products and services satisfy ASI IT service needs and SLA’s. As a senior technical team member, the IT Manager will need strong communication skills to motivate and encourage staff. They also need strong interpersonal skills to build relationships within ASI.

KEY RELATIONSHIPS

(e.g. internal and external relationships)

• Receives direction from the Service Delivery Manager and forms part of the senior IT Team.
• Interacts with ASI staff at all levels of the organisation in carrying out their duties
• Liaises and escalates P2+ incidents and manages targets and service levels
• Interacts with approved external service and repair venders and suppliers
• Follows the IT Policies and Cyber Security policies and enforces all policies at all times

KEY TASKS

(What does this role do, e.g. ‘responsible for identifying new business opportunities’)

List a minimum of 10 and a maximum of 20)

1

The IT Manager is responsible for maintaining, documenting and auditing IT systems world-wide.  This includes:

• Running regular checks on servers, networks and data security.
• Resolving issues as 3^rd line support.
• Maintaining backups and restores (including quarterly tests) using Veeam.
• Continually developing IT processes and procedures to ensure all systems and services are fully documented at all times.
• Designing and maintaining client laptop, phone and tablet build using InTune and ensure all ASI laptops are compliant with IT Policy.
• Designing training programs and workshops for IT staff and providing guides on online training for staff.
• Conducting regular system audits, ensuring compliance to policy and checking consistency of the service.
• Running and sharing regular operation system reports with senior staff.
• Overseeing and determining timeframes for IT projects including system updates, upgrades, migrations and outages.
• Reporting and owning risks.
• Providing technical direction for IT team members.
• Speaking to ASI staff world-wide to understand what is needed and provide objective advise in line with the IT Policy.

 KEY ACCOUNTABILITIES

(What is this role responsible for achieving? These should be described in terms of the results the employee is tasked with achieving, not the activities undertaken in order to achieve the result (covered above).  For example, “deliver a comprehensive and accurate quarterly budget report”

List a minimum of 5 and a maximum of 10)

1

• Ensuring systems and services have are available 24x7 at 99.5% availability.

2

• Resolve 3^rd line support tickets.

3

• Reporting potential system outages.

4

• Supporting resolution to outages.

5

• Ensuring integrity of company data and assets.

6

• Regular monthly and weekly status reporting.

7

• Continually develop IT processes and procedures.

8

• Managing 3^rd parties to ensure compliance with policies, procedures and service levels.

MINIMUM

QUALIFICATIONS:

• Desirable – Good undergraduate degree or equivalent experience in team leadership and management along with IT qualification (MCSE)

EXPERIENCE REQUIRED:

• 7+ years of 3^rd line IT support or working at suitable senior level

COMPETENCIES:

• Planning and delivering results
• Quality and accountability
• Continuous improvement
• Managing complexity
• Innovation and change management
• Communication and knowledge management
• Collaboration and teamwork
• Personal impact and effectiveness

KNOWLEDGE:

• Experience of managing staff
• Expert understanding of working in a Support Desk environment with 3^rd parties.
• Exceptional Technical knowledge of:
  • Office 365
  • InTune
  • Veeam
  • SharePoint
  • Service Management

SKILLS:

• Good oral and written skills
• Good numerical ability
• High level of reasoning and problem-solving ability

ATTITUDE:

• High level of emotional intelligence in the following areas:  self-awareness, social awareness, self-management, relationship management.
• Excellent relationship building skills.
• Proactive, self-starter, resourceful.
• Open-minded, flexible approach to problem-solving.
• Resilient to changing circumstances and challenges.
• Achievement oriented.
• Determination to complete work.
• Trustworthy, reliable, professional, contentious and accountable.