IT Support Manager

CANDIDATE PROFILE & CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL

Skills

Primary escalation point for customer concerns and issues, resolving them promptly to maintain customer satisfaction and trust.

Conducting monthly / quarterly service review meetings with customers, providing insights into service performance, discussing improvement opportunities, and fostering transparent communication; preparing monthly / quarterly managed services reports, highlighting key achievements.

Required functional experience of handling Installation, Implementation Maintenance and troubleshooting, server administration, Vendor Management backup and disaster recovery POS software. Operations, ensuring uninterrupted operations.

Collaborate with IT teams to support business operations and projects.

Maintain documentation and update system records.

Respond to client requests based on contractual conditions

Follow established ITIL processes for managing incidents, tasks and requests for changes

Ensure the development and update of procedures and operational documentation

Implement solutions, modifications, installations and maintenance tasks when required

Perform any other tasks as requested by the management team

New development and implementation of business continuity plans and disaster recovery protocols for the organization, which included conducting IT audits.

Maintaining relationships with technology vendors and service providers (includes negotiating contracts reviewing performance, making recommendations for vendor selection or changes etc.

Managing the IT budget allocating resources for projects an operational need.

Balancing the allocation of funds to support current operations, ongoing maintenance and strategic initiatives.

Evaluating costs and seeking opportunities to optimize spending (ongoing task!)

Setting and monitoring Service Level Agreements (SLAs) for IT support to ensure timely response and issue resolution and maintain high service availability.

Oversaw the

IT Asset Management (ITAM)

and Computer Replacement program to ensure appropriatereplacement cycles Establishes a project plan that includes a schedule, budget, and communications plan withtasks and resources.

Meeting and improving established service delivery

SLA’s

JOB - ROLE & RESPONSIBILITIES

Role, Duties and Responsibilities

Mac Device Management :

Administer and support Mac devices within the Intune framework, ensuring compatibility and efficient management.

Configure and deploy software packages, updates, and security policies specific to Mac environments.

Monitor and manage device compliance, encryption, and endpoint protection for Mac devices.

Technical Support and Troubleshooting :

Provide L2 support for complex technical issues related to Intune and Mac devices, ensuring timely resolution.

Collaborate with cross-functional teams to diagnose and resolve system issues.

Stay up to date with the latest Intune and MacOS updates, ensuring systems are patched and secure.

Documentation and Training :

Maintain comprehensive documentation for all processes, scripts, and configurations.

Provide training and guidance to L1 and L2 support teams on Intune and Mac device management.

Contribute to the development of best practices and standard operating procedures.