Description
- Manage IT service desk operations and ensure timely closure of support tickets
- Administer Active Directory, Microsoft 365, Email accounts
- Manage endpoint devices and security controls
- Support and monitor network infrastructure (Cisco switches, LAN/WAN, Wi-Fi)
- Ensure timely procurement, stock management, and deployment of IT equipment, including tablets for DLP program
- Maintain accurate IT asset inventory in ITAM and ensure lifecycle tracking across regions
- Ensure uptime and SLA compliance of IT systems and equipment across HO, Area Offices, and Schools
- Coordinate with regional IT teams for asset management and service delivery
- Lead, train, and support IT Support Officers to enhance service quality and technical capability
- Prepare and share operational reports (SLA, ticket performance, asset status)
- Document and continuously improve IT support processes and SOPs
- Coordinate with vendors and supply chain for equipment, services, and issue resolution
- Ensure safety, security, and compliance with IT assets and support audit requirements
- Perform any additional tasks assigned by management.
Required Skills
Service desk management, Active Directory & Group Policies, Microsoft 365 administration, endpoint security tools, Cisco switching & networking basics, IT asset management, strong communication & stakeholder management.
Education
16 years of education in Computer Science / IT or related field.
Experience
4–6 years in IT Support & Services, with experience in AD, Microsoft 365, endpoint security, and networking.
