Responsibilities

• Key Duties and Responsibilities
  IT Infrastructure and Systems Management:

  • Develop and implement IT maintenance schedules and procedures.
  • Monitor network performance, internet connectivity, and system reliability.
  • Ensure the availability and efficient operation of IT systems and business applications.
  • Oversee the installation, configuration, maintenance, and upgrade of computers, servers, networks, printers, and other IT equipment.
  • Maintain an accurate inventory of IT assets, software licenses, and equipment.

  IT Security and Data Protection:

  • Protect organizational systems and information against unauthorized access, malware, cyberattacks, and data loss.
  • Monitor security incidents and coordinate appropriate responses.
  • Ensure regular data backups and periodically test data recovery procedures.
  • Implement and enforce IT security policies, access controls, and password management procedures.
  • Ensure compliance with applicable data protection laws, regulations, and organizational policies.

  Technical Support and Troubleshooting:

  • Ensure that IT incidents and service requests are logged, prioritized, and resolved within agreed timelines.
  • Minimize system downtime and maintain business continuity.
  • Ensure users receive appropriate guidance on IT systems and applications.
  • Diagnose and resolve technical problems or coordinate specialist support where required.
  • Provide technical support to staff and management for hardware, software, network, and system-related issues.

  IT Team Management:

  • Supervise, coordinate, and evaluate the performance of IT personnel.
  • Assign duties and ensure timely completion of technical tasks.
  • Identify staff training needs and promote continuous professional development.
  • Ensure that IT staff comply with organizational policies and professional standards.
  • Establish service standards, work schedules, and escalation procedures.

  IT Planning and Project Management:

  • Plan and oversee IT projects, system upgrades, installations, and technology deployments.
  • Develop and implement IT strategies aligned with organizational objectives.
  • Prepare IT budgets, monitor expenditure, and ensure cost-effective use of resources.
  • Recommend suitable technology solutions to improve productivity and operational efficiency.
  • Evaluate emerging technologies and advise management on their benefits, costs, and risks.

  Vendor and Asset Management:

  • Manage equipment allocation, repairs, replacements, and disposal in line with company policy.
  • Ensure appropriate documentation of warranties, licenses, contracts, and service agreements.
  • Monitor vendor performance and ensure service agreements are met.
  • Coordinate with internet service providers, software vendors, hardware suppliers, and external IT consultants.
  • Evaluate quotations and make recommendations for IT purchases.

  Documentation and Reporting:

  • Maintain documentation of network configurations, system settings, licenses, and IT procedures.
  • Report significant outages, cybersecurity incidents, and operational risks to management.
  • Prepare regular reports on IT performance, incidents, maintenance, security, and project progress.
  • Develop and maintain IT policies, user guidelines, and disaster recovery procedures.
  • Provide recommendations for improving the organization's IT infrastructure and services.

  Business Continuity and Disaster Recovery:

  • Test backup systems and recovery procedures periodically.
  • Ensure critical systems and data can be restored following system failure, cyber incidents, or other disruptions.
  • Develop and maintain IT disaster recovery and business continuity plans.
  • Coordinate the restoration of IT services following outages or emergencies.

  Key Performance Indicators (KPIs)

  • Effective management of IT expenditure and assets.
  • Reduction in recurring technical issues and unplanned downtime.
  • Successful completion of backups and recovery tests.
  • Quality and timeliness of IT reports and documentation.
  • Timely delivery of IT projects and system upgrades.
  • Average response and resolution times for IT incidents.
  • Availability and reliability of IT systems and network services.
  • Effectiveness of cybersecurity controls and incident management.
  • User satisfaction with IT support services.
  • Compliance with IT policies, licensing requirements, and data protection obligations.
  • The IT Manager's performance will be evaluated based on: