IT Support Manager at Global Talent Masters Limited (GTM)

Benefits:
Salary: GH¢7,000 - GH¢9,000
Health Insurance

Job Summary:

As an IT Support Manager, you will be responsible for leading and managing a team of IT support professionals to ensure the smooth operation of the organization's IT infrastructure. You will oversee the day-to-day operations of the IT support department, provide technical guidance and support to team members, and ensure excellent customer service delivery. Your primary goal will be to optimize IT support processes, maintain high system availability, and resolve technical issues promptly to minimize downtime and disruptions. The IT Support Manager plays a crucial role in driving the organization's technology initiatives and maintaining a secure and reliable IT environment.

Responsibilities:

• Lead and manage a team of IT support professionals, including hiring, training, and performance management.
• Develop and implement IT support strategies, policies, and procedures to ensure efficient and effective support services.
• Provide technical guidance and expertise to the IT support team, assisting with complex issues and escalations.
• Monitor and prioritize incoming support requests, ensuring timely and accurate response and resolution.
• Collaborate with other IT teams and stakeholders to identify and address recurring technical issues, implementing long-term solutions.
• Maintain and improve IT support documentation, knowledge base, and self-help resources to facilitate effective issue resolution and knowledge sharing.
• Ensure compliance with security policies and procedures, implementing appropriate controls and measures to protect systems and data.
• Manage relationships with external vendors and service providers, ensuring SLAs are met and services are delivered as expected.
• Stay up-to-date with emerging technologies, industry trends, and best practices, recommending and implementing innovative solutions to enhance IT support capabilities.
• Monitor and analyze key performance metrics to identify areas for improvement, optimize processes, and enhance customer satisfaction.
• Prepare and manage the IT support budget, ensuring cost-effective resource allocation and procurement of necessary tools and equipment.
• Foster a collaborative and positive work environment within the IT support team, promoting professional development and knowledge sharing.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in managing an IT support team, preferably in a leadership role.
• Strong technical knowledge and understanding of IT infrastructure, systems, and networks.
• Proficient in troubleshooting and resolving a wide range of hardware and software issues.
• Excellent communication skills with the ability to effectively interact with technical and non-technical stakeholders.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Solid understanding of IT service management frameworks.
• Experience in developing and implementing IT support processes and procedures.
• Knowledge of security best practices and the ability to implement appropriate measures.
• Strong analytical and problem-solving skills with the ability to make decisions under pressure.
• Ability to prioritize tasks and manage multiple projects simultaneously