Associate IT Manager

ROLE SUMMARY

The Associate Manager, IT & Systems Administration supports the day-to-day management of the organisation's IT infrastructure and systems, working under the direction of the IT leadership team.

The role combines hands-on systems administration with coordination responsibilities, ensuring that IT operations run reliably, securely, and in line with business needs.

This is a delivery-focused role that bridges strategic direction set by IT leadership and the

operational execution required to keep the organisation running smoothly. The Associate Manager

will be expected to lead on day-to-day operations while contributing to longer-term initiatives,

vendor engagements, and policy implementation.

KEY RESPONSIBILITIES

1. Monitor and maintain the operation of computer systems and infrastructure to ensure uptime, performance, and security; escalate issues that require leadership input.

2. Implement and enforce IT policies and procedures across architecture, security, disaster recovery, standards, procurement, and service provision; contribute to their development under the guidance of the IT leadership team.

3. Execute infrastructure projects and routine maintenance across LAN, WAN, internet, intranet, wireless, and security systems, in line with priorities set by leadership.

4. Supervise junior IT staff, helpdesk personnel, and external vendors; coordinate their work, provide day-to-day direction, and contribute input into performance reviews.

5. Conduct feasibility assessments for upgrades, improvements, and conversion projects of moderate scope; present findings and recommendations to leadership.

6. Recommend hardware and software standards in collaboration with internal stakeholders, and support procurement processes.

7. Prepare business case inputs, cost analyses, and procurement documentation to support IT spending decisions.

8. Maintain the organisation's data stores and assist with capacity and resource planning to ensure continuity of operations.

9. Coordinate and execute production tasks according to documented schedules that meet or exceed internal customer expectations.

10. Oversee the helpdesk function, including ticket triage, SLA adherence, and reporting on resolution metrics.

11. Manage vendor relationships and annual maintenance contracts (AMCs) for IT hardware, software, and services; track renewals and service levels.

12. Administer user onboarding and offboarding workflows, including access provisioning,

equipment allocation, and account deprovisioning, in coordination with HR.

13. Maintain regular and open communication within the IT department and with internal

stakeholders regarding IT activities, incidents, and projects.

QUALIFICATIONS

1. Bachelor's or master's degree in Computer Science, Information Systems, or a related field.

2. 4–7 years of progressive experience in IT operations and systems administration, including at

least 1–2 years in a team lead or supervisory capacity.

3. Strong working knowledge of hardware, servers, wide area networks, operating systems

(Windows and macOS or Linux), and security protocols.

4. Working knowledge of at least one major cloud platform (AWS, Google Cloud, or Azure).

5. Practical experience with system installation, configuration, and troubleshooting.

6. Sound understanding of networking protocols and devices.

7. Familiarity with helpdesk operations, ticketing systems, and IT service management practices,

including security, storage, data protection, and disaster recovery basics.

8. Professional IT certifications — such as CompTIA Network+/Security+, Microsoft Azure

Administrator Associate, AWS Cloud Practitioner, MCSA, or ITIL Foundation — are

advantageous.

9. Strong analytical and problem-solving skills.

KEY SKILLS & ATTRIBUTES

• Strong troubleshooting discipline with a focus on root-cause analysis.

• Comfort working in a structured ticketing environment with defined SLAs.

• Clear written documentation habits, including runbooks and incident notes.

• Ability to handle multiple parallel requests and switch context effectively.

• Willingness to be hands-on with end-users, including at junior and leadership levels.

• Collaborative approach to working with vendors, internal teams, and external service

providers.