Information Technology Operations Manager
1 week ago
MAP is the leading UK charity delivering health and medical care to those worst affected by conflict, occupation, and displacement, in the occupied Palestinian territory and Lebanon.
The IT Operations Manager will play a crucial role in ensuring the efficient operation of the MAP's information technology systems.
Managing a small team of IT support officers, they will be responsible for overseeing the provision of technical support to end-users.
They will also be responsible for managing and maintaining MAP's Microsoft365 environment, with a particular focus on security. The individual will contribute to maintaining a secure and reliable IT infrastructure, enabling seamless day-to-day operations.MAIN RESPONSIBILITIES
IT Service Desk Management:
nOversee daily IT Service Desk operations to ensure timely issue resolution.nImplement and maintain ITIL processes for enhanced service delivery and support.nMonitor performance metrics and produce reports to track and improve service levels.nLead, mentor, and develop the service desk team for continuous improvement and growth.nHandle escalations and manage major incidents to minimize business disruption.
Network/Infrastructure Management:
nOversee the design, implementation, and maintenance of the organization's network and infrastructure.nEnsure network security, reliability, and performance through proactive management and monitoring.nCollaborate with colleagues, external support companies, and vendors for network and infrastructure upgrades and improvements.nManage infrastructure projects, including budgeting, planning, and execution.nMaintain comprehensive documentation of network and infrastructure architecture, configurations, and procedures.
Microsoft365 Suite Administration:
nAdminister and support the Microsoft365 suite, including Exchange Online, SharePoint, OneDrive, Teams, and related services.nEnsure security and compliance of Microsoft365 services with best practices and security policies.nManage user access, permissions, and licensing within the Microsoft365 environment.nStay current with Microsoft365 updates, features, and best practices, and recommend their adoption.nProvide training and support to end-users to maximize the efficiency of Microsoft365 tools.
Security and Compliance:
nImplement and enforce security protocols, including antivirus and firewall management.nAssist in monitoring for security breaches and conduct regular security audits.
SKILLS, EXPERIENCE & CANDIDATE ATTRIBUTES
Proven experience managing IT service desksnExperience in managing network/infrastructure,nProven experience in Office Microsoft365 administration.nExcellent verbal and written communication skills.nAbility to convey technical information to non-technical end-users.nStrong customer service orientationnAnalytical mindset and ability to approach technical challenges systematically.nAbility to adapt to new technologies and learn quicklynCapacity to work effectively both independently and as part of a team.nWillingness to collaborate with cross-functional IT teams.nBe flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the positionnA degree in Information Technology, Computer Science, or a related field (ornequivalent experience).nSupport the mission & values of MAP.nSupport and promote diversity and equality of opportunity in the workplace.nRepresent and be an ambassador for MAP.nCommitment to anti-discriminatory practice and equal opportunities.nAn ability to apply awareness of diversity issues to all areas of work.nAbide by organisational policies, codes of conduct and practices.nExperience of not-for-profit settingsnExperience with humanitarian issues, particularly those in Palestine.nExperience in information management, information security, business intelligence and programme management disciplinesnCommitment to a zero-tolerance policy on sexual exploitation & abuse/safeguarding.nAble to travel extensively, mainly to Israel, Palestine and Lebanon.nAble to work some evenings and weekends.nCommitment to anti-discriminatory practice and equal opportunities.
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