Information Technology Operations Manager

The IT Operations Manager will oversee the routine IT Operation and Support within our offices, warehouses, and retail store, ensuring that all IT systems and infrastructure run efficiently and effectively without any business impact. This role involves managing IT Helpdesk, field support staff, coordinating with vendors and other departments, implementing new technology solutions, and ensuring the security and integrity of our IT systems. The ideal candidate will possess strong technical knowledge, IT Service Management Experience, Team Management capability and experience in Retail Industry.

Key Duties & Responsibilities:

1. IT Operation Management:

• Define and Deliver high-quality IT services to meet the needs of the organization.
• Oversee the IT service desk operations, ensuring timely and effective resolution of IT support requests.
• Implement and manage IT service management (ITSM) processes based on industry best practices, such as ITIL.
• Develop and implement procedures for troubleshooting, maintenance, and support.
• Ensure High-level of customer service and user satisfaction.

• Provide 1st and 2nd level support for IT-related issues, ensuring timely resolution to minimize user disruption.
• Escalate issues to vendors/supplier to seek solution.
• Oversee the support and operation of all IT infrastructure including servers, networks, POS systems, Security Systems and other hardware/software used within the store.
• Manage the installation, configuration of new hardware and software.
• Lead and manage the IT support team, providing guidance, training, and performance evaluations.
• Foster a positive and productive work environment, encouraging teamwork and professional growth.

• Plan and manage IT initiatives including system upgrades, new technology implementations, and process improvements.
• Coordinate with vendors and suppliers to ensure timely delivery and implementation of IT solutions.

• Implement and maintain IT security policies to protect sensitive data and ensure compliance with standards.
• Fix issues identified during regular Internal Audits and vulnerability assessments.

• Develop and manage the IT support budget, ensuring cost-effective use of resources.
• Monitor and control expenses to stay within budget guidelines.

• Work closely with other departments to understand their IT needs and provide appropriate solutions.
• Communicate effectively with users to provide updates on IT Tickets and manage Escalations.
• Collaborated effectively with partners and vendors to get efficient IT support and manage vendor performance.

Job Specifications:

Minimum Job Qualifications Requirement (Academic, training, languages, etc.)

• Bachelor's degree in computer science, Telecommunications, or any equivalent field from an accredited educational institute.
• 8+ Years experience in IT support field, with 3+ years in a similar role.
• Retail industry experience will be a plus point.

Skills & Specifications:

• Certifications: CCNA, MCSE, ITIL, any other IT related certifications.
• Expertise in Networking and POS systems.
• Communication: Professional- English and Conversational-Arabic is preferable.