Department: Information Technology
Reports To: Head of IT
Job Overview:
The IT Technical Manager will lead the IT administrative team, ensuring the efficient operation of cloud services and infrastructure. This role requires a strategic leader with a deep technical background in Microsoft cloud services and extensive experience in IT administration.
Key Responsibilities:
- Lead and mentor the IT administrative team to manage and optimize Microsoft cloud services, including M365, Exchange Online, SharePoint Online, and Azure.
- Foster a collaborative environment that encourages innovation and continuous improvement in team performance.
- Ensure the security, availability, and reliability of cloud services and infrastructure.
- Provide technical guidance and support to the IT team and other departments.
- Monitor technology trends and make recommendations for upgrades and improvements.
- Drive the delivery of high-quality IT support services, ensuring user satisfaction and service excellence.
- Minimum of 10 years of experience in IT administration, with a focus on cloud services.
- In-depth knowledge of Microsoft cloud services, including M365, Exchange Online, SharePoint Online, and Azure.
- Experience in managing IT teams and projects.
- Strong understanding of IT infrastructure, networking, and security principles.
- Proficiency in IT service management and project management tools.
- Commitment to providing responsive and reliable IT support services that align with business needs.
- Ability to implement best practices in incident and problem management to minimize disruptions.
- Strong customer service orientation, with a track record of improving user experience and satisfaction.
- Capacity to inspire and motivate teams to achieve high performance and meet service delivery targets.
- Proven ability to lead diverse teams, fostering an inclusive culture that values each team member's contribution.
- Strong conflict resolution skills, with the ability to mediate disputes and maintain team harmony.
- Experience in developing talent, including coaching, mentoring, and career development planning for team members.
- Expertise in designing and implementing service delivery models that enhance efficiency and user satisfaction.
- Proficient in the use of service management frameworks like ITIL to streamline IT support processes.
- Ability to establish and monitor service level agreements (SLAs) to ensure the consistent delivery of IT services.
- Skilled in resource planning and allocation to meet fluctuating service demands without compromising quality.
- Excellent team management skills.
- Strong analytical and problem-solving abilities.
- Effective communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
- Commitment to continuous learning and professional development.
- Degree or Diploma in Computer Science, Information Technology, or a related field.
- Relevant certifications in Microsoft cloud services are highly desirable.
- Office-based role with standard working hours.
- Occasional after-hours support may be required.
- Some travel may be necessary for training and project implementation.
