Assistant Manager - IT Helpdesk

Leadership
 Manage the effective achievement of the assigned unit’s objectives through the leadership of the IT Helpdesk Unit – setting individual objectives, managing performance, developing and motivating staff, providing formal and informal feedback and appraisal.
 Enhance core efficiencies and competencies, and leverage technologies to maximize performance and widen the scope of the IT Helpdesk services.
 Responsible for recruitment of qualified staff and managing performance as per IT management direction.

IT Helpdesk and Service Management
 Responsible to manage all kinds of IT and Information Security requests and incidents.
 Responsible to manage the troubleshooting and providing timely technical assistance to users on resolution of technical issues and faults.
 Manage the technical support for IP Telephony, video conference other collaborative/converged media systems, CCTV Cameras, Biometric Systems, etc.
 Manage the infrastructure support for desktops/laptops/printers by diagnosis and preventive maintenance.
 Responsible for end user training on any IT software or hardware.

Endpoint Security & Patch Management
 Analyze the potential threats to the exposed endpoints and accordingly identify the impact and risks and prioritize incorporation and implementation of required changes.
 Identify and assess internal and external threats and risks to facilitate effective implementation of endpoint security measures.

Deployment of endpoint security tools and approved software on user machines.

Asset Management
 Ensure effective inventory management of related IT laptops/desktops/peripherals/Telephony and ensure timely raising of requisitions and purchase orders for the timely replenishment of stock to fulfil safety standards.
 Manage disposal of all IT assets.

Policies, Systems, SLA, Processes & Procedures
 Recommend improvements to IT policy and implement the procedures and controls covering all areas of the assigned IT unit activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.

Health, Safety and Environment within GCAA
 Ensure compliance with all relevant health, safety, quality and environmental management procedures and controls to guarantee employee safety, legislative compliance, delivery of high quality products/services and a responsible environmental attitude as per IMS available standards.

Continuous Improvement
 Stimulate subordinates and contribute to the identification of opportunities for continuous improvement of IT systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
 Maintain awareness of the trends and best practices in IT, evaluate new technologies and systems (feasibility, analysis, options selections, ROI, etc.) and recommend suitable practices for the Authority to achieve operational excellence.

Knowledge and Experiences:
 Bachelor’s degree in Information Technology or a related field with 5 – 7 years of experience in a similar environment.