IT Technical Manager

Job Title: IT Technical Manager



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.



Required Experience & Technical Competencies:

- 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.



Delivering Effective IT Support Services:

- 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.



Team Management Skills:

- 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.



Service Delivery Management Skills:

- 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.



Professional Qualities:

- 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.



Education:

- Degree or Diploma in Computer Science, Information Technology, or a related field.

- Relevant certifications in Microsoft cloud services are highly desirable.



Work Conditions:

- Office-based role with standard working hours.

- Occasional after-hours support may be required.

- Some travel may be necessary for training and project implementation.