Assistant Manager, IT

Job Purpose:

The Assistant IT Manager is responsible for supporting the IT Manager in overseeing the organisation's IT operations,infrastructure, cybersecurity, service delivery, and digital transformation initiatives. The role provides leadership for day-to-day IT support functions,infrastructure maintenance, cybersecurity governance, vendor management, and project implementation while ensuring the availability, security, and reliability of the organisation's technology environment.

The incumbent will act as a senior technical resource, mentor IT team members, manage escalated incidents, and drive continuous improvement in IT services aligned with business objectives.

• Assist the IT Manager in planning, managing, and monitoring daily IT operations to ensure stable and efficient service delivery.
• Oversee IT support activities and ensure timely resolution of incidents, problems, and service requests.
• Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality metrics.
• Lead incident, problem, and change management processes in accordance with ITIL best practices.
• Review service performance and implement continuous service improvement initiatives.
• Ensure IT documentation, operational procedures, and service records are maintained and updated.

• Provide leadership and escalation support for complex technical issues involving Microsoft 365, Windows operating systems, network infrastructure, and business applications.
• Oversee end-user support functions covering Microsoft Teams, Outlook, One Drive, SharePoint, printers, mobile devices, and collaboration tools.
• Ensure efficient onboarding and offboarding processes for employees, including device deployment and access provisioning.
• Monitor support ticket trends and identify opportunities for automation and service improvements.
• Maintain high levels of user satisfaction through responsive and effective support services.

• Oversee the maintenance, monitoring, and optimization of the organisation's IT infrastructure and systems.
• Manage and support:

i.
Network Infrastructure: LAN, WAN, Wireless, Internet, VPN, and VoIP systems.

ii.
Server Infrastructure: Windows Servers, Active Directory, Terminal Servers, Virtualisation Platforms, and Backup Systems.

iii.
Security Infrastructure: Firewalls, Endpoint Protection, Email Security, and Network Security Solutions.

iv.
Enterprise Applications: Microsoft 365, Club Management Systems, and Business Applications.

• Ensure infrastructure availability, reliability, performance, and scalability.
• Develop and maintain disaster recovery and business continuity plans.

• Oversee administration and governance of Microsoft 365 services including Exchange Online, Teams, SharePoint Online, One Drive, and Microsoft Defender.
• Manage Active Directory and Microsoft Entra  (Azure AD) environments.
• Ensure proper administration of user accounts, groups, permissions, and access controls.
• Implement and manage identity security measures including Multi-Factor Authentication (MFA), Conditional Access, and Privileged Access controls.
• Support Microsoft 365 adoption, optimization, and security initiatives across the organisation.

• Assist in developing and maintaining the organisation's cybersecurity framework, policies, and procedures.
• Monitor cybersecurity risks, vulnerabilities, and threats affecting the organisation.
• Lead vulnerability management activities, including risk assessments, patch management, and remediation efforts.
• Oversee endpoint security, email security, network security, and data protection controls.
• Coordinate security audits, penetration testing exercises, and compliance reviews.
• Manage cybersecurity incident response activities, investigations, and reporting.
• Promote cybersecurity awareness and conduct user security training programmes.
• Ensure compliance with relevant data protection, cybersecurity, and regulatory requirements.

• Manage and oversee the IT Service Management…