Information Technology Operations Manager

4 weeks ago


UK, UK, United Kingdom Medical Aid for Palestinians Full time

Medical Aid for Palestinians (MAP) works for the health and dignity of Palestinians living under occupation and as refugees. 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:

  • Oversee daily IT Service Desk operations to ensure timely issue resolution.
  • Implement and maintain ITIL processes for enhanced service delivery and support.
  • Monitor performance metrics and produce reports to track and improve service levels.
  • Lead, mentor, and develop the service desk team for continuous improvement and growth.
  • Handle escalations and manage major incidents to minimize business disruption.


Network/Infrastructure Management:

  • Oversee the design, implementation, and maintenance of the organization’s network and infrastructure.
  • Ensure network security, reliability, and performance through proactive management and monitoring.
  • Collaborate with colleagues, external support companies, and vendors for network and infrastructure upgrades and improvements.
  • Manage infrastructure projects, including budgeting, planning, and execution.
  • Maintain comprehensive documentation of network and infrastructure architecture, configurations, and procedures.


Microsoft365 Suite Administration:

  • Administer and support the Microsoft365 suite, including Exchange Online, SharePoint, OneDrive, Teams, and related services.
  • Ensure security and compliance of Microsoft365 services with best practices and security policies.
  • Manage user access, permissions, and licensing within the Microsoft365 environment.
  • Stay current with Microsoft365 updates, features, and best practices, and recommend their adoption.
  • Provide training and support to end-users to maximize the efficiency of Microsoft365 tools.


Security and Compliance:

  • Implement and enforce security protocols, including antivirus and firewall management.
  • Assist in monitoring for security breaches and conduct regular security audits.


SKILLS, EXPERIENCE & CANDIDATE ATTRIBUTES


  • Proven experience managing IT service desks
  • Experience in managing network/infrastructure,
  • Proven experience in Office Microsoft365 administration.
  • Excellent verbal and written communication skills.
  • Ability to convey technical information to non-technical end-users.
  • Strong customer service orientation
  • Analytical mindset and ability to approach technical challenges systematically.
  • Ability to adapt to new technologies and learn quickly
  • Capacity to work effectively both independently and as part of a team.
  • Willingness to collaborate with cross-functional IT teams.
  • Be flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the position
  • A degree in Information Technology, Computer Science, or a related field (or
  • equivalent experience).
  • Support the mission & values of MAP.
  • Support and promote diversity and equality of opportunity in the workplace.
  • Represent and be an ambassador for MAP.
  • Commitment to anti-discriminatory practice and equal opportunities.
  • An ability to apply awareness of diversity issues to all areas of work.
  • Abide by organisational policies, codes of conduct and practices.
  • Experience of not-for-profit settings
  • Experience with humanitarian issues, particularly those in Palestine.
  • Experience in information management, information security, business intelligence and programme management disciplines
  • Commitment to a zero-tolerance policy on sexual exploitation & abuse/safeguarding.
  • Able to travel extensively, mainly to Israel, Palestine and Lebanon.
  • Able to work some evenings and weekends.
  • Commitment to anti-discriminatory practice and equal opportunities.
  • Commitment to upholding the rights of people facing disadvantage and discrimination


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