IT Manager (Hands on Technically)

General Responsibilities

• Act as the main point of contact between the company and the MSP, ensuring user needs are met and services are delivered effectively. Maintain oversight of ICT services and continuity beyond outsourced support.
• Support the organisation's ICT strategy by encouraging the use of technology and driving process improvements across teams.
• Ensure all ICT activities meet data protection, privacy, and cybersecurity standards.
• Develop expertise in key platforms (e.g. Microsoft 365, Salesforce, Asana) and advise teams on best use. Stay informed of new technologies and recommend relevant innovations.
• Manage and implement API integrations and data flows to support system connectivity and data consistency.
• Represent ICT in internal meetings, contribute to strategic planning, and promote a user-focused, digitally confident culture.

ICT Systems Management and Technical Support

• Manage and maintain core ICT systems such as Microsoft 365, Azure AD, Intune, and Autopilot, ensuring systems are secure, well-configured, and high-performing.
• Administer user accounts, permissions, and licensing. Provide technical support outside MSP scope, including for device setup, system migrations, and software troubleshooting.
• Oversee laptops, printers, AV, CCTV, and mobile devices. Maintain network and Wi-Fi infrastructure for reliability and performance.
• Monitor support tickets from start to resolution. Escalate complex issues as needed and ensure service levels are maintained.
• Keep up-to-date asset records and software inventories. Create internal documentation and knowledge bases to support users and reduce repeated issues.

Digital Services and Solutions (SaaS)

• Work with leadership to identify needs, evaluate new SaaS tools, and oversee transitions from legacy systems.
• Support the rollout of new platforms, including configuration, provisioning, and onboarding.
• Manage and optimise SaaS tools to ensure user adoption and system effectiveness. Stay updated on new features and promote their use.
• Collect user feedback and manage vendor relationships to ensure services are delivered effectively.
• Create user guides and policies. Provide ongoing support, monitoring, and troubleshooting post-implementation.
• Lead testing and user acceptance processes to confirm readiness for wider use.
• Monitor usage, gather insights, and recommend improvements. Provide progress updates and help foster innovation.