Manager, Information Technology Operation

Manage and oversee the end-to-end Change Request process, ensuring all technology changes are properly assessed, approved, tested, implemented, documented, and reviewed.

Coordinate with stakeholders, technical teams, and vendors to minimise operational risks, maintain compliance with governance requirements, and ensure successful delivery of system and infrastructure changes while supporting continuous service improvement.

Possess strong technical knowledge and hands-on experience in end-user support environments, including PCs, laptops, printers, network infrastructure, operating systems (Windows), Microsoft Office applications, and other related IT technologies, to ensure effective troubleshooting, service delivery, and user support.

Manage and supervise the daily operations of the IT Helpdesk to ensure efficient and timely support for all users.

Monitor and manage helpdesk tickets, making sure all technical issues are resolved within agreed service levels.

Lead and support the helpdesk team by assigning tasks, providing guidance, and conducting regular performance reviews.

Ensure effective communication between the helpdesk and other IT units for escalation and resolution of complex issues.

Maintain and improve support processes, documentation, and user guides to enhance helpdesk efficiency.

Provide regular reports on helpdesk activities, common issues, and performance metrics to IT management.

Ensure a high standard of customer service is delivered to all users, both internal and external.

Plan and conduct training for helpdesk staff to improve technical and communication skills.

Ensure compliance with organizational policies, IT standards, and security practices.