IT Support Manager at Reeds Africa Consult

To oversee the IT support function across the organization, ensuring the delivery of efficient, secure, and user-focused technical support services. The IT Support Manager is responsible for managing IT helpdesk operations, coordinating infrastructure maintenance, implementing support policies, and ensuring uptime and user satisfaction.

Job Description

Key Responsibilities:

• Technical Support Management:
• Lead and manage the IT support team to deliver timely and effective technical assistance to all users.
• Monitor ticketing systems, ensuring issues are logged, tracked, and resolved within SLA timelines.
• Handle escalation of complex IT issues and ensure root cause resolution.
• System & Infrastructure Oversight:
• Oversee the maintenance and performance of all IT systems including servers, network infrastructure, desktops, and mobile devices.
• Coordinate regular backups, patch management, and disaster recovery testing.
• Ensure reliable and secure internet, VPN, and internal communication systems.
• User Support & Training
• Provide guidance and training to users on IT policies, tools, and best practices.
• Implement user support initiatives such as onboarding support, basic cyber hygiene, and software usage training.
• Gather user feedback to improve IT services and user experience.
• IT Policies & Compliance:
• Ensure adherence to IT governance, data privacy regulations, and cybersecurity standards.
• Maintain and enforce IT usage policies and access controls.
• Collaborate with cybersecurity teams to identify and mitigate risks.
• Vendor & Asset Management:
• Manage relationships with IT service providers, software vendors, and equipment suppliers.
• Monitor IT asset lifecycle, including procurement, inventory, usage, and disposal.
• Evaluate new technologies and recommend upgrades or replacements.
• Reporting & Budgeting:
• Prepare and present regular reports on IT support metrics, system health, and user satisfaction.
• Assist in budgeting for IT tools, hardware, software licenses, and support services.
• Track expenditure to ensure cost-effective IT support operations.

Job Requirements

Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL certification or equivalent is an advantage.
• Minimum 5–7 years’ experience in IT support, with at least 2 years in a supervisory or managerial role.
• Strong knowledge of Windows and Linux operating systems, networking, and enterprise applications.
• Experience with helpdesk/ticketing systems, endpoint protection, and cloud-based tools.