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IT Service Manager

IT Service Manager

Sahara GroupLagos, NG
19 days ago
Job type
  • Full-time
Job description

Job title : IT Service Manager

Job Location : Lagos Deadline : January 19, 2025 Quick Recommended Links

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Job Description

Accountabilities

Technical Infrastructure Management

  • Administer, configure, and maintain servers (physical and virtual), ensuring high availability and performance.
  • Manage and optimize storage solutions (SAN / NAS), including backups, data recovery, and disaster recovery processes.
  • Oversee deployment, security, and updates for various operating systems (Windows Server, Linux, etc.).
  • Monitor and troubleshoot network infrastructure (routers, firewalls, switches, and VPNs) to maintain connectivity and security.
  • Ensure effective use of virtualization technologies (e.g., VMware, Hyper-V) for resource optimization.
  • Perform routine system performance checks, capacity planning, and infrastructure upgrades.

    • IT Service Desk & Support Management

  • Lead the IT helpdesk team in providing effective end-user's support.
  • Manage incident resolution processes to ensure compliance with ITIL service management standards.
  • Analyze and respond to reoccurring technical issues by applying proactive solutions.
  • Maintain SLAs for issue response, service availability, and user satisfaction.
  • Manage storage solutions, ensuring efficient data storage, backup, and disaster recovery capabilities.

    • Services Management & Processes

  • Design and execute ITSM processes (Incident, Problem, and Change Management) to increase operational efficiency. Document and update standard operating procedures (SOPs) for infrastructure and helpdesk operations.
  • Monitor IT performance using KPIs and prepare periodic reports on system health and incident trends. Security and Compliance

    • Security and Compliance

  • Ensure all infrastructure and services adhere to security policies and industry standards.
  • Implement and manage access controls, patch management, and antivirus solutions.
  • Perform regular audits of systems and networks to identify vulnerabilities and ensure compliance.

    • Collaboration & Continuous Improvement

  • Collaborate with cross-functional teams to complete IT projects and address technical dependencies.
  • Evaluate and recommend tools / technologies for improving IT service delivery and infrastructure efficiency

    • Requirements

  • Bachelor's degree in Computer Science, Information Technology, or related fields.
  • Technical certifications such as MCSA, MCSE, CCNA, VMware VCP, or ITIL Foundation are highly desirable.
  • Minimum of 7 years experience in IT infrastructure, network administration, and service desk management.
  • Proven hands-on experience in server administration, storage solutions, operating systems, and virtualization.
  • Strong understanding of ITIL frameworks and IT service management principles.
  • Server Management : Expertise in managing Windows / Linux servers, virtualization (VMware / Hyper-V), and system performance optimization.
  • Network Management : Configuration of routers, switches, firewalls, VPNs, and network security protocols.
  • Storage Solutions : Hands-on experience with SAN / NAS systems, backups, and disaster recovery strategies.
  • Operating Systems : Proficiency in Windows Server, Linux, Unix, patch management, and scripting tools (e.g., PowerShell, Bash).
  • ITSM Tools : Experience with service management tools.
  • Strong problem-solving and analytical skills.
  • Excellent team leadership and mentorship capabilities.
  • Clear and concise communication skills for technical and non-technical stakeholders.
  • Strong business focus with a commitment to service excellence

    • Working Relationships

  • Technology Team
  • Other departments within the company
  • Other Operating Entities within the Group