IT Manager Government Entity

Role Purpose

To manage and deliver day-to‑day IT operations and user support by ensuring the availability and effective use of workplace technology and coordinating with external providers on specialized systems and security services, in order to enable uninterrupted operations and timely resolution of technical issues.

• Lead and manage day‑to‑day IT support operations, ensuring timely and effective resolution of user requests, incidents, and technical issues.
• Ensure compliance with organizational IT policies and access control procedures across all support activities.
• Oversee the installation, configuration, and maintenance of end‑user hardware and software, including laptops, desktops, peripherals, and productivity applications.
• Act as the primary escalation point for complex technical issues, ensuring appropriate troubleshooting, coordination, and follow‑up until resolution.
• Monitor IT service performance and service levels, tracking response times, resolution rates, and recurring issues to drive continuous improvement.
• Coordinate with external IT service providers and internal stakeholders to translate technological needs into fit‑for‑purpose solutions while ensuring service quality.
• Lead the deployment of new IT systems, upgrades, and patches, ensuring minimal disruption to users and business operations.
• Maintain accurate documentation of incidents, service requests, and resolutions within the IT service management system.
• Drive the implementation of practical digital solutions, system enhancements, and automation initiatives that improve efficiency, collaboration, and information sharing.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or equivalent.
• Professional certifications (e.g. ITIL 4 Managing Professional (MP), ISO/IEC 27001 Foundation, or equivalent) are preferred.