Asst Manager, IT Support Lead

• Manage daily administration of onsite IT systems across designated sites (refer to Appendix A).

• Provide ongoing technical support and respond promptly to IT-related issues.

• Oversee server and network infrastructure administration.

• Handle day-to-day user account management (e.g., user creation, access rights, password resets).

• Support the rollout and implementation of Group IT initiatives and projects.

• Lead and mentor the local IT support team, providing guidance, performance feedback, and task allocation.

• Foster a collaborative and service-oriented team environment to optimize team productivity and efficiency.

• Define clear objectives for team members and conduct regular evaluations.

• Monitor and troubleshoot daily backup operations.

• Install, configure, and maintain IT hardware across designated sites.

• Ensure all workstations are running only licensed, approved software in accordance with entitlement lists.

• Verify patch updates are successfully deployed via the desktop management system.

• Provide timely first-level technical support for hardware and software issues.

• Conduct onboarding training for new hires and facilitate training when introducing new software tools.

• Maintain intruder detection systems, biometric readers, and CCTV systems.

• Document IT operations and updates systematically in IT virtual teams (vTeams).

• Liaise with vendors for the procurement and delivery of IT equipment (e.g., laptops, desktops).

• Ensure compliance with the Group IT Security Policy.

• Maintain accurate IT asset records in the Employee Asset Management System (EAMS).

• Oversee connectivity across sites and manage IT maintenance contracts.

• Apply system patches to servers, switches, routers, and other network devices.

• Provide technical support for on-premise telephony systems.

• Perform daily system health checks and ensure successful data backups.

• Assist in planning and executing new IT projects in collaboration with internal stakeholders.

• Recommend improvements and cost-effective solutions to support the company&aposs digital transformation efforts.

• Work with HUB/Finance teams to prepare and review annual CapEx budgets.

• Support the EHS committee by delivering IT solutions aligned with operational safety needs.

• Communicate daily operational issues and local project progress to the ITC team.

• Build strong working relationships with internal users to understand and address IT-related needs.

• Promote a culture of service excellence and maintain confidence in IT services across the organization.
  

Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.

Experience & Skills

• Minimum 5 years of experience in IT support, with at least 3 years in a leadership or team management role.

• Strong background in:

  • Windows Server and network administration

  • Computer hardware and software troubleshooting

  • Project management and IT budgeting

• Excellent interpersonal and communication skills.

• Customer-focused with a strong service mindset.

• Proactive, collaborative team player with strong problem-solving capabilities.