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.