ICT Operations Manager

The ICT Operations Manager will oversee the delivery of ICT managed services, ensuring high-quality support, service continuity, and alignment with REDtone Customer’s operational and strategic goals. This role involves managing a team of four Resident Engineers, coordinating with vendors, and ensuring compliance with SLAs and best practices.

Duties and responsibilities

• Lead and manage a team of four Resident Engineers.
• Oversee end-user support, service desk operations, and ICT asset management.
• Ensure compliance with backup, restore, disaster recovery, and security protocols.
• Monitor and report on service delivery performance and customer satisfaction.
• Coordinate with vendors and internal stakeholders to resolve escalated issues.
• Drive continuous improvement initiatives and implement best practices.
• Ensure documentation, change management, and knowledge base are up to date.
• Provide strat...