Manager IT Operations

Job Description

MANAGER : IT OPERATIONS

We are seeking an experienced and detail-oriented IT Operations Manager to join our client in the medical devices fields team in Pretoria Gauteng.

The successful candidates will ensure the seamless operation security and efficiency of the organizations IT infrastructure across multiple sites and locations. This includes managing and supporting various operating systems network protocols cloud services and security measures. The role requires a versatile individual capable of performing system and network administration cloud access management IT security and end-user support.

This manager will be responsible for automating tasks using scripting languages managing both wired and wireless networks providing remote desktop support and troubleshooting hardware and software issues to ensure optimal performance across the organizations technology landscape.

• Recruitment selection and orientation;
• Training and development;
• Assign accountabilities and plan;
• Monitor and appraise job and project results;
• Develop a climate for offering information and opinions.

Ensure the team meets timelines and produces content of the highest quality always maintaining the professional image of the company both internally and externally.

Ensure that the team has the support tools and resources it needs to deliver exceptional IT services with security top of mind and to thrive and develop professionally.

Evaluate and implement tools to improve productivity and systems efficiency across the IT infrastructure.

Manage IT vendors and contracts and renewals including but not limited to ISPs hardware MSPs software licenses).

• Centrally manage user access and permissions through single sign on (SSO) : create manage and delete user accounts and groups across all systems company systems following the security principle of least privilege.
• Implement and enforce secure user access controls and security policies.
• Own the uptime performance and resilience of company systems (cloud network and on-prem) including monitoring system performance and availability using tools to track and analyze system and network metrics.
• Maintain server infrastructure (cloud-first or hybrid) including backups DR plans and monitoring.
• Oversee and manage endpoint management (laptops MDM patching) and user lifecycle (onboarding / offboarding).
• Ensure scalability and reliability of IT platforms (SaaS IaaS internal tools).
• Ensure the efficient and effective operation of internal networks specifically the HH call center and all related components.
• Recommend and plan required improvements.
• Ensure internet speeds are sufficient and stable.
• Ensure regular maintenance redundancy and recommend and perform upgrades when required.

• Implement automation tools to streamline IT operations and report on IT ticket categorisation on a monthly basis.
• Act on IT support tickets and requests from employees if escalated or if there are capacity constraints.
• Drive automation for IT ticket automation introduction of AI agents to gain efficiencies within the team.
• Handle escalated technical support requests from the existing support team and promptly address any technical issues in emergency or critical situations.
• Oversee and manage the resolution of software issues and optimise the support provided to end-users.
• Develop and maintain scripts for automating routine tasks and system maintenance.
• Oversee and assist with the planning and execution of scheduled maintenance and the associated recordkeeping of maintenance records.
• Define and manage Disaster Recovery Strategy for the organization.

• Define and improve ITIL processes for incident request change and problem management.
• Monitor ticket volume and the identification of recurring issues with root cause resolution for the elimination thereof.
• Drive service desk automation for ticket resolution to introduce team efficiencies and ensuring best of breed processes and tools are used.
• Provide regular updates and metrics to management regarding but not…