1) Job Purpose The IT Manager is responsible for planning, managing, and optimizing the company’s information technology infrastructure and IT services. This role ensures reliable systems availability, secure operations, effective support to internal teams, and continuous improvement of IT processes. The IT Manager will lead day-to-day IT operations, coordinate with vendors, and ensure alignment with business needs and the technology strategy set by the Head of Technology. 2) Key Responsibilities A. IT Operations & Infrastructure Management Oversee the maintenance and performance of core IT infrastructure (servers, networks, endpoints, internet connectivity, Wi-Fi, telecom where applicable). Manage system uptime, capacity planning, and performance monitoring. Ensure IT environment is secure, scalable, and aligned with organizational needs. Coordinate upgrades, patching, and lifecycle management for hardware/software. B. End-User Support & Service Delivery Manage the IT helpdesk/support function (ticketing, troubleshooting, incident resolution). Ensure timely resolution of IT issues and adherence to service-level targets. Improve user experience through documentation, training, and self-service knowledge bases. Ensure proper onboarding/offboarding for employees and contractors (accounts, access, equipment, permissions). C. Security, Compliance & Risk Management Implement and maintain security controls including access management, MFA, endpoint protection, patch compliance, and backup policies. Ensure security best practices are followed across systems and users (least privilege, role-based access). Coordinate with technology leadership to maintain compliance with relevant policies and standards. Conduct or coordinate periodic security reviews, vulnerability scanning, and remediation tracking. Maintain audit readiness by ensuring logs, policies, and evidence are stored properly. D. Identity & Access Management (IAM) Manage identity lifecycle processes: provisioning, deprovisioning, and role changes. Ensure user permissions and access rights are aligned with job responsibilities. Oversee password policies, MFA enforcement, and account recovery processes. E. Systems, Applications & Integrations (as applicable) Support internal applications and tools (ERP/CRM/WMS/e-commerce tools, internal portals, etc.) within the IT scope. Coordinate with business owners and the Head of Technology for integration requirements and enhancements. Manage APIs/integration connectivity where applicable (e.g., SSO, data sync, third-party tools). F. Network & Communication Management Manage LAN/WAN/Wi-Fi setup and reliability. Oversee IP addressing, DNS, DHCP, VPN access, and firewall policies. Coordinate with internet service providers and network vendors to handle outages and SLA issues. G. Backup, Disaster Recovery & Business Continuity Ensure backups are performed successfully and regularly tested. Maintain disaster recovery plans and participate in DR drills (at least annually or per policy). Track RPO/RTO targets with leadership and ensure operational readiness. H. Vendor Management & Procurement Manage relationships with IT vendors and service providers (hardware, software, managed services). Evaluate vendor performance, negotiate renewals, and ensure SLA compliance. Support procurement planning with the Head of Technology and Finance (where relevant). Maintain asset inventory and contract documentation. I. IT Documentation & Process Improvement Maintain documentation for systems, networks, access procedures, and operational runbooks. Improve IT processes using ticketing workflows, change management, and root-cause analysis. Build standardized onboarding documentation and SOPs for key IT operations. Support internal audits by ensuring processes are measurable and traceable. J. Budgeting & Planning Assist with annual IT budget planning: software, hardware, subscriptions, and services. Track and report IT spend, forecast needs, and recommend cost-optimization opportunities. Ensure IT expenditures align with business priorities and technology roadmap. K. Team Leadership (if applicable) Lead/mentor junior IT staff and/or contractors. Assign tasks, set priorities, manage workloads, and maintain training plans. Ensure escalation practices are followed for critical incidents.