Senior Technical Support & IT Operations Manager

We are seeking a highly experienced and proactive Technical Support & IT Operations Manager to join our team. The ideal candidate will be responsible for providing high quality technical support, leading and managing a small offshore tech support team, maintaining and improving our IT infrastructure, and ensuring the security of our systems through regular cybersecurity reviews and proactive breach prevention. This role requires an individual with the foresight, knowledge, and drive to streamline technical operations, identifying inefficiencies and proposing solutions that significantly enhance the way work is carried out. In addition, the candidate will be responsible for implementing new technologies and training staff to maximize their effectiveness.

Key Responsibilities:

1. Technical Problem Solving & Support:
   1. Diagnose and resolve complex technical issues, providing lasting solutions that prevent recurrence.
   2. Ensure consistent high quality support and service for both hardware and software across the organization.
   3. Act as an escalation point for advanced technical issues and provide hands on assistance when required.
2. Team Leadership & Management:
   1. Manage and mentor a small team of technical support staff, providing guidance, setting goals, and ensuring optimal performance.
   2. Coordinate team efforts to prioritize tasks and ensure timely resolution of all technical issues.
   3. Conduct regular performance reviews and provide ongoing training and development opportunities for the team.
3. IT Process Improvement & System Maintenance:
   1. Maintain and improve current IT processes, identifying areas for optimization and implementing necessary updates.
   2. Use foresight and technical expertise to identify operational inefficiencies, streamline workflows, and propose innovative technology solutions that enhance productivity and reduce costs.
   3. Pitch ideas for technology upgrades or new processes to stakeholders, demonstrating how these improvements will benefit the business.
   4. Oversee the health and performance of IT systems, ensuring minimal downtime and high operational efficiency.
4. Cybersecurity Review & Risk Management:
   1. Perform regular cybersecurity assessments and audits, identifying vulnerabilities and implementing proactive security measures.
   2. Develop strategies to prevent potential breaches and ensure data protection compliance.
   3. Stay informed on the latest cybersecurity threats and best practices, ensuring the company is prepared to mitigate risks.
5. Technology Implementation & Staff Training:
   1. Research, evaluate, and implement new technologies to improve operational efficiency and competitiveness.
   2. Ensure smooth deployment of new software and hardware, collaborating with vendors and stakeholders as necessary.
   3. Create and deliver training sessions to staff on new technologies, ensuring ease of use and full adoption.
6. Strategic Initiative & Innovation:
   1. Utilize industry knowledge and trends to proactively recommend new tools, systems, or processes that drive efficiency and business value.
   2. Communicate the benefits of proposed solutions to both technical and nontechnical stakeholders, ensuring buy-in and successful adoption.
   3. Lead the implementation of large-scale improvements with minimal disruption to ongoing operations, fostering a culture of continuous improvement.

Qualifications:

1. Proven experience in technical support, IT operations, and team management, with at least 5+ years in a senior role.
2. Strong understanding of IT infrastructure, networking, hardware, and software troubleshooting.
3. Expertise in cybersecurity principles, threat detection, and prevention.
4. Experience with technology implementation, process optimization, and improving workflows.
5. Demonstrated ability to identify operational inefficiencies and propose practical solutions that increase productivity and streamline processes.
6. Strong business acumen with the ability to pitch technical solutions to key stakeholders.
7. Leadership skills with a strong focus on team development and operational excellence.
8. Relevant certifications (e.g., CompTIA, CISSP, ITIL) are highly desirable.

Skills:

1. Strong problem solving and decision making skills.
2. Excellent leadership and communication abilities.
3. Deep understanding of network administration, servers, and virtualization.
4. Cybersecurity expertise, including incident response and data protection.
5. Familiarity with cloud platforms, automation tools, and software deployment processes.
6. Experience in developing and delivering technical training to staff.
7. Ability to identify, pitch, and implement improvements to technical operations that align with business goals.

This role is key to improving our technical operations while maintaining high levels of support, security, and efficiency. The ideal candidate will not only solve problems but will actively seek out opportunities to streamline processes, leveraging technology to drive continuous improvement throughout the organization.