Information Technology Operations Manager

Job Summary

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, and Team Management.

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 customer service and user satisfaction.
2. Technical Support:
   • Provide 1st and 2nd level support for IT-related issues, ensuring timely resolution to minimize user disruption.
   • Escalate issues to vendors/suppliers to seek solutions.
   • 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 and configuration of new hardware and software.
3. Team Leadership:
   • 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.
4. Project Management:
   • 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.
5. Security and Compliance:
   • 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.
6. Budget Management:
   • Develop and manage the IT support budget, ensuring cost-effective use of resources.
   • Monitor and control expenses to stay within budget guidelines.
7. Collaboration and Communication:
   • 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.
   • Collaborate effectively with partners and vendors to get efficient IT support and manage vendor performance.

Qualifications/Requirements

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

• Bachelor's degree in computer science, Telecommunications, or any equivalent field from an accredited educational institute.
• Minimum Work Experience: 6+ years experience in IT support field.
• Certifications: CCNA, MCSE, ITIL, or any other IT-related certifications.
• Expertise in Networking and POS systems.
• Communication: Professional - English and Conversational - Arabic is preferable.