The IT Technical Services Team Manager is to lead the company's IT support and technical services team. The role is pivotal in ensuring the smooth operation of our IT infrastructure and the delivery of exceptional technical support to both internal and external stakeholders. The ideal candidate will possess strong leadership abilities, excellent technical knowledge, and a customer-centric approach to managing IT services.
Key Responsibilities
Team Leadership & Management:
Lead and manage the IT technical services team, providing direction, support, and mentorship to ensure high performance and professional growth.
Service Delivery:
Oversee and ensure the timely and efficient delivery of IT support and services, including hardware and software troubleshooting, system maintenance, and network support. Set and monitor SLAs (Service Level Agreements) to maintain quality standards.
Incident & Problem Management:
Manage the lifecycle of IT incidents and problems, ensuring they are logged, prioritized, resolved, and followed up in accordance with established processes.
Vendor Management:
Coordinate with third-party vendors and service providers for hardware, software, and support services to ensure effective collaboration and optimal service delivery.
Infrastructure & Systems Maintenance:
Ensure the effective operation of the organizations IT infrastructure, including network, servers, security, and systems. Regularly review system performance and implement proactive maintenance to avoid service disruptions.
Project Management:
Lead or participate in IT-related projects, such as system upgrades, network expansions, and new technology rollouts. Collaborate with cross-functional teams to deliver projects on time and within budget.
Budgeting & Resource Allocation:
Assist in the development of the IT budget, manage resources, and allocate team responsibilities effectively to meet business needs and objectives.
Documentation & Reporting:
Maintain accurate documentation of IT services, incidents, system configurations, and changes. Provide regular reports on team performance, issues resolved, and operational metrics to upper management.
Continuous Improvement:
Identify opportunities for improving the quality and efficiency of IT services and recommend changes to processes, tools, or policies. Stay current with industry trends and emerging technologies to drive innovation.
Required Qualifications and Skills
- Bachelors degree (or equivalent) in Information Technology, Computer Science, or related field.
- 5+ years of experience in IT support or technical services, with at least 2 years in a leadership or managerial role.
- Strong technical knowledge of IT infrastructure, networking, systems administration, and security.
- Experience managing an IT team and working with cross-functional teams.
- Excellent problem-solving and decision-making skills.
- Strong organizational, time-management, and communication skills.
- Ability to handle multiple tasks and projects in a fast-paced environment.
Preferred Qualifications
- Experience with cloud technologies (Azure, AWS etc.).
- Knowledge of cybersecurity best practices and compliance.
