It Support Manager

Job purpose
As an IT Manager your role is to help coordinate the daily IT operations within the local office. By working closely with a team of IT Specialists and Senior IT Specialists, the IT Lead proactively oversees local IT projects, provide solutions to issues, and manages local stakeholder relationships alongside the Africa IT Manager to ensure the team is delivering a high level of customer care to all stakeholders. This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in the company offices.
Experience and Qualifications
- Essential
- Profound education - Degree minimum requirement and professional experience
- Experience in effectively communicating and presenting technical concepts to management, peer group and staff
- Superior knowledge of commonly used IT concepts, practices, and procedures
- Analytical skills and mindset to drive CSAT/ESAT scores
- Experience independently resolving issues related to (but not limited to) Windows, Office Suite, Browser, and VPN/network connectivity
- Experience with the following areas:
PC/laptop hardware, telecommunications, mobile devices, networking, and server administration
- Video conferencing/meeting setup and troubleshooting experience - Currently BCG supports Zoom and WebEx tools
- ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
- LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
- SCCM or other imaging software experience
- Experience with cloud technology
- VoIP experience
- Project management experience
- Experience with office fitouts/buildouts
- Desirable
- Strong analytical and planning skills demonstrating working knowledge of tools such as Tableau, Alteryx and MS Project
- Project management experience
- Experience using collaboration tools such as Slack and Trello
- Knowledge of Agile operating models
- Knowledge of Networks and Infrastructure
- Proactively analyse usage metrics (voice, data, printing, etc.), assess reasonability and provide input to the global negotiation team when contracts need to be renewed
- Be proficient with administration to keep asset record, clean up data proactively when behind
- Proactively provide consistent quality control over the office IT environment
- Key strengths and attributes
- Analytically solving problems by using strong technical, organizational, and team working skills
- Structured and logical approach to work
- Building and maintaining relationships with key stakeholders and vendors
- Communicating effectively, both verbally and in written form, with management groups, business service teams, external vendors, and technical staff
- Coordinating and prioritizing daily team workload and managing first level escalations
- Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades
- Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations
- Flexible approach to working outside of business hours to meet deadlines
Working Environment
- Shared office space
- Some lifting/moving equipment is required
- Occasional weekend work or out of hours work