IT Manager (IT Operations)

1. Key Responsibilities (Outcome-Led)

• IT Service Delivery & Process Excellence: Run ITIL‑aligned service delivery (incident, request, problem, change) with clear SLAs and rigorous post‑incident reviews (PIRs). Oversee L1–L2.5 support teams to ensure efficient ticket triage, prioritisation, and resolution within SLA targets.
• Identity & Access Lifecycle Management: Lead end‑to‑end identity lifecycle automation for employees and applications using Okta (SSO/MFA/SCIM). Enforce strong authentication, least‑privilege access, and timely joiner‑mover‑leaver (JML) processes.
• Endpoint Management & Productivity: Maintain endpoint posture and user productivity for a Mac‑first fleet via Jamf Pro. Implement baselines, patching, compliance monitoring, and software deployment.
• Collaboration Platform Operations: Operate and maintain collaboration tools (e.g., Google Workspace, Lark) and ensure tenancy hygiene, data lifecycle, and retention policies ar...