ICT Operations Manager

Are you an experienced ICT Operations Manager ready to lead dynamic IT teams, enhance service desk performance, and drive operational excellence? We’re looking for a hands-on professional to join our client for a 3-month contract, starting mid-July, managing both operations and helpdesk functions.

Key Responsibilities:

Operations & Helpdesk Management

• Oversee daily IT infrastructure operations, ensuring high availability of networks, systems, and services
• Manage user accounts, access rights, storage, and security in alignment with privacy and compliance standards
• Lead and mentor the ICT team, fostering collaboration, knowledge sharing, and continuous improvement
• Oversee operations and helpdesk procedures, ensuring high user satisfaction and efficient issue resolution
• Provide guidance and escalation support for complex technical issues

Change & Incident Management

• Monitor incidents, manage escalations, and uphold SLA performance
• Lead change management activities, including software/hardware upgrades and patch management
• Act as the main contact for major incidents and ensure robust disaster recovery planning

Documentation, Audits & Standards

• Maintain and develop SOEs and SLAs
• Ensure infrastructure documentation is accurate and up to date
• Conduct security and systems audits, test backup and restore procedures
• Promote automation and process improvements across ICT functions
• Collaborate closely with internal teams and leadership

What We’re Looking For:

Essential Qualifications & Experience

• Strong experience in IT operations and service delivery leadership
• Experience with Azure, AWS, enterprise networking, and security practices
• Hands-on expertise with data warehouse operations: SQL, Python, GitHub, and Power BI
• Skilled in documentation using IT Glue (or similar platforms)
• Proven experience with ITIL/ITSM frameworks and security standards (ISO 27001, Essential 8)
• Knowledge of lifecycle management, patching, and backup strategy
• Demonstrated mentoring and team leadership experience
• Vendor certifications (e.g., Microsoft, Cisco, ITIL) are highly regarded

Please submit your resume via the Apply button. To find out more, please email Shams at [email protected] or call 042 224 00 69