Handle the most difficult or advanced problems, including managing the IT Support Engineers
Supervise a variety of technical projects related to the setup, maintenance, and support of the School’s IT systems
Manage caseloads (full escalations and requests for assistance)
Diagnose and solve technical issues at 3rd Support Level
Provide technical assistance and troubleshooting support including availability to perform on-call (after working hours) activities
Detect, investigate, recreate and raise defects
Track defects through internal systems and turn around fixes for production issues
Ensuring that the IT Infrastructure and Networking services consistently meet operational and business continuity requirements
Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal use

Educated to degree level
At least 4 years working experience as IT Manager in a similar environment
ITIL experience
In-depth knowledge of the diagnosis, repair & debugging of software & computer systems
Must have in-depth knowledge LAN/WAN Networking and IT Network Operations experience
Demonstrate knowledge and understanding of technologies such as personal devices, laptops, tablets, Windows 10/11, macOS, Linux, ChromeOS, iOS, Android operating systems, WiFi, MiFi, Bluetooth, Broadband, network routing, remote access, personal productivity software, terminal emulators, and video conferencing technology.

IT Manager

Key skills