IT Systems Manager

Key Responsibilities

Operational Management

• Oversee daily operations of the Server and Desktop Support departments • Ensure system availability, performance, and reliability across all platforms • Prioritize, assign, and monitor workloads across both teams • Ensure Tickets are delt with in a timely manner and updated with accurate root cause and correctives • Ensure service requests, and problems are resolved timeously. Project Management

• In consultation with team members, compile project plans • Monitor and track performance against plans • Ensure that plans executed within the required timeline, to the required quality and within the agreed cost. • Ensure that delivery is as per the committed IT Roadmap or Operational Risk report or as agreed with Leadership Ticket Analysis & Service Improvement.

• Support the Operations Administrator in ticket allocation and prioritisation. • Analyze daily service desk tickets for trends, recurring incidents, and root causes. • Identify systemic issues impacting service stability or user experience. • Recommend and drive corrective and preventative actions. • Produce trend analysis and service insights for reporting and decision-making. • Work with teams to reduce repeat incidents and improve first-time resolution. • Implementation of a client centric approach, irrespective whether the client is internal, external or a service provider user. Server Infrastructure Oversight

• Supervise management of physical and virtual servers, storage, and backup systems. • Ensure patching, updates, and maintenance are performed according to standards. • Monitor capacity, performance, and health system. • Monitor & manage implementation of the backup policy. • Ensure the DRP testing is conducted as per policy and that the quality of the testing is to the required standard. Job Experience and Skills Required:

• Bachelors degree in Information Technology or Computer Science, combined with 5-10 years of hands-on technical experience OR 10 years of hands on technical experience with relevant certifications (as an alternative to a degree). • Certifications (preferred, but not mandatory): ITSM Project Management: PMP (Project Management Professional) or PRINCE2 for overseeing technology rollouts and upgrades. Security & Governance: CISSP (Certified Information Systems Security Professional) or CISM (Certified Information Security Manager) or CompTIA Security and Network+ Vendor-specific credentials like Microsoft Certified: Windows Server or Azure Administrator, and Linux certifications • Strong understanding of server environments (Windows/Linux, virtualization, backups) and endpoints (Windows 11)

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