IT Technical Manager (NWT- ITTM 09/24)

· Leading and managing the IT technical services team, providing direction, support, and mentorship to ensure high performance and professional growth.

· Overseeing and ensuring the timely and efficient delivery of IT support and services, including hardware and software troubleshooting, system maintenance, and network support. Setting and monitoring SLAs (Service Level Agreements) to maintain quality standards.

· Managing the lifecycle of IT incidents and problems, ensuring they are logged, prioritized, resolved, and followed up in accordance with established processes.

· Coordinating with third-party vendors and service providers for hardware, software, and support services to ensure effective collaboration and optimal service delivery.

· Ensuring the effective operation of the organization’s IT infrastructure, including network, servers, security, and systems.

· Regularly reviewing system performance and implementing proactive maintenance to avoid service disruptions.

· Leading or participating in IT-related projects, such as system upgrades, network expansions, and new technology rollouts. Collaborating with cross-functional teams to deliver projects on time and within budget.

· Assisting in the development of the IT budget, managing resources, and allocating team responsibilities effectively to meet business needs and objectives.

· Maintaining accurate documentation of IT services, incidents, system configurations, and changes. Providing regular reports on team performance, issues resolved, and operational metrics to upper management.

· Identifying opportunities for improving the quality and efficiency of IT services and recommending changes to processes, tools, or policies. Staying current with industry trends and emerging technologies to drive innovation.

· Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or related field.

· 5+ years of experience in IT support or technical services, with at least 2 years in a leadership or managerial role.

· Strong technical knowledge of IT infrastructure, networking, systems administration, and security.

· Experience managing an IT team and working with cross-functional teams.

· Excellent problem-solving and decision-making skills.

· Strong organizational, time-management, and communication skills.

· Ability to handle multiple tasks and projects in a fast-paced environment.

Preference will be given to candidates having the following:

·  Experience with cloud technologies (Azure, AWS etc.)

·  Knowledge of cybersecurity best practices and compliance.