Manager: IT Operations

To ensure the seamless operation, security, and efficiency of our organization's IT infrastructure across multiple sites and locations. This includes managing and supporting various operating systems, network protocols, cloud services, and security measures. The role requires a versatile individual capable of performing system and network administration, cloud access management, IT security, and end-user support.

Responsible for automating tasks using scripting languages, managing both wired and wireless networks, providing remote desktop support, and troubleshooting hardware and software issues to ensure optimal performance across the organization's technology landscape.

Direct Reports:

• Senior Systems Administrator
• Security Engineer
• IT Systems & Support Technician

• Microsoft 365 Certified: Administrator Expert
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft Certified: Information Protection and Compliance Administrator Associate
• Salesforce Certified Administrator
• Professional Google Workspace Administrator
• CompTIA Network+
• CompTIA Security+
• CompTIA Cloud+
• ITIL Certified

• Microsoft Entra ID management of users, groups, and roles.
• Microsoft 365 conditional access policies and Identity Protection.
• Microsoft 365 monitoring of security related logs and alerts, on endpoints and identities.
• On-premises Active Directory Domain Services (AD DS) design, deployment, and management.
• On-premises Active Directory Certificate Services (AD CS) configuration and management.
• On-premises endpoint management and configuration using Group Policy .
• Cloud-based endpoint management and configuration of Windows and Mac endpoints, using tools such as Microsoft Intune.
• Salesforce CRM administration and management, including user management and security settings.
• Google Workspace administration and secure configurations.
• Networking design, configuration and management (physical and logical), including routers, switches and firewalls.
• Network monitoring and troubleshooting
• ITIL processes such as Incident Management, Change Management, and Service Desk operations.
• Scripting languages such as PowerShell, Python, or Bash.
• Automation configuration management, using tools such as Ansible, Puppet, or Chef.

Skills and Knowledge (essential):

• Microsoft Entra ID
• Microsoft 365
• Google Workspace
• Salesforce
• On-Premises Active Directory
• Windows, Mac and Linux OSStrong understanding of networking Protocols.
• Physical network components and how to construct a physical network.
• Logical network components and how to construct a logical network.
• ITIL Framework

Skills and Knowledge (desirable):

• Microsoft Intune
• Jumpcloud
• Microsoft Defender for Endpoint
• Crowdstrike
• Microsoft Sentinel
• AWS
• OPNSense Firewall
• Zenarmour
• VoIP Systems
• CCTV Systems

• Increase team’s effectiveness with the following:
• • Recruitment, selection and orientation;
    Training and development;
  • Assign accountabilities and plan;
  • Monitor and appraise job and project results;
• Develop a climate for offering information and opinions.
• Ensure the team meets timelines and produces content of the highest quality, always maintaining the professional image of hearX, both internally and externally.
• Ensure that the team has the support, tools and resources it needs to deliver exceptional IT services with security top of mind and to thrive and develop professionally.
• Evaluate and implement tools to improve productivity and systems efficiency across the IT infrastructure.
• Manage IT vendors and contracts and renewals including but not limited to ISPs, hardware, MSPs, software licenses).

• Centrally manage user access and permissions through single sign on (SSO): create, manage, and delete user accounts and groups, across all systems hearX systems following the security principle of least privilege.
• Implement and enforce secure user access controls and security policies.
• Own the uptime, performance, and resilience of company systems (cloud, network, and on-prem) including monitoring system performance and availability, using tools to track and analyze system and network metrics.
• Maintain server infrastructure (cloud-first or hybrid) including backups, DR plans, and monitoring.
• Oversee and manage endpoint management (laptops, MDM, patching) and user lifecycle (onboarding/offboarding).
• Ensure scalability and reliability of IT platforms (SaaS, IaaS, internal tools)
• Ensure the efficient and effective operation of internal networks, specifically the HH call center and all related components
• • Recommend and plan required improvements
  • Ensure internet speeds are sufficient and stable
  • Ensure regular maintenance, redundancy and recommend and perform upgrades when required

• Implement automation tools to streamline IT operations and report on IT ticket categorisation on a monthly basis.
• Act on IT support tickets and requests from employees, if escalated or if there are capacity constraints.
• Drive automation for IT ticket automation, introduction of AI agents to gain efficiencies within the team.
• Handle escalated technical support requests from the existing support team and promptly address any technical issues in emergency or critical situations.
• Oversee and manage the resolution of software issues and optimise the support provided to end-users.
• Develop and maintain scripts for automating routine tasks and system maintenance.
• Oversee and assist with the planning and execution of scheduled maintenance and the associated recordkeeping of maintenance records.
• Define and manage Disaster Recovery Strategy for the organization.

• Define and improve ITIL processes for incident, request, change, and problem management.
• Monitor ticket volume and the identification of recurring issues with root cause resolution for the elimination thereof.
• Drive service desk automation for ticket resolution to introduce team efficiencies and ensuring best of breed processes and tools are used.
• Provide regular updates and metrics to management regarding but not limited to uptime, ticket SLA adherence, backlog management, improvement projects etc.
• Contribute to IT budget planning and forecasting.
• Stay updated with the latest industry trends, technologies, and best practices.
• Recommend upgrades and improvements aligned with company growth and technology goals.

• Enforce and monitor HIPAA, GDPR and SOC 2 compliance on desktops and mobile device
• Ensure IT systems comply with industry standards and regulatory requirements, such as HIPAA, GDPR, HITRUST and and SOC 2
• Create and maintain detailed documentation, workflows, and supporting materials for systems topology, support, and administrative actions.
• Ensure that QMS guidelines are adhered to.
• Ensure that all supporting documents are kept up to date.
• Ensure that all processes are kept relevant as IT landscape changes occur
• Ensure IT infrastructure supports compliance requirements (e.g., asset tracking, audit trails, patching cadence) and continuously monitor the compliance with IT processes and security rules.
• Ensure that all Cybersecurity procedures and processes are adhered to.
• Responsible for ensuring collaboration between the security engineer and the Compliance team for all internal and external security and IT audits and resolution of any non-compliance findings.

This job description is not a definitive or exhaustive list of responsibilities and is subject to change depending on changing business requirements. Employees will be consulted on any changes. Employee’s performance will be reviewed based on the agreed upon objectives. If you do not hear from us within 30 days, please consider your application unsuccessful.