IT Support Manager

IT Support Manager. Bachelor's Degree in IT. Minimum 5 years experience & 2 years in Mgmt.

Humach Jamaica is a dynamic and innovative call center committed to delivering exceptional customer service. With over 200 employees, we pride ourselves on maintaining a high-performance environment where technology and talent intersect to provide outstanding support.

We are seeking an experienced IT Support Manager to oversee our IT department and ensure the seamless operation of our technical infrastructure. The successful candidate will be responsible for managing IT support activities, maintaining system integrity, and leading a team of IT professionals to support our call center operations.

Applicants should ideally reside within 30 minutes' drive to the UWI Mona Campus. To be considered, candidates must be be available to work on-call providing 24/7 support, including nights and weekends.

RESPONSIBILITIES:

Team Leadership:

   - Manage and mentor a team of IT support specialists.

   - Foster a collaborative and high-performance culture within the team.

   - Conduct regular performance reviews and provide ongoing training and development opportunities.

Technical Support:

   - Oversee the delivery of technical support for all hardware, software, network, and security issues.

   - Ensure timely resolution of IT-related issues to minimize downtime and maintain productivity.

   - Implement and maintain IT support policies and procedures.

System Management:

   - Monitor and manage the performance and availability of IT systems, including servers, networks, and applications.

   - Ensure the security and integrity of IT systems by implementing best practices and adhering to compliance standards (PCI, SOC, and HITRUST).

   - Coordinate with external vendors and service providers for maintenance and support services.

   - Knowledge of the following products, or an equivalent product: 

       - Identity and Access Management:  Microsoft 365 / Entra, Microsoft Active Directory / GPO

       - Desktop Security:  Sophos, DOPE.Security

       - Desktop Management:  Ninja-RMM

       - Network:  Aruba, Cisco, Fortinet, VMWare Velocloud

       - Physical Security:  camera management, keycard management, physical and soft tokens

 Project Management:

   - Lead IT projects from planning through to execution and completion.

   - Collaborate with other departments to identify technological needs and provide solutions.

   - Manage IT budgets and allocate resources effectively.

 Change Management:

   - Research, document, and oversee change management processes for IT infrastructure, including desktop workstations, laptop workstations, network switches, servers, firewalls, Velo-Cloud Edge Devices. etc.

   - Work closely with and or act as Change Coordinator and Change Manager to ensure smooth implementation of changes.

   - Schedule and coordinate with local and remote engineers for critical changes.

Compliance and Security:

   - Ensure compliance with all relevant regulations and standards, including PCI and SOC2.

   - Develop and enforce IT policies and procedures to safeguard data and ensure security.

   - Lead initiatives to enhance IT security and mitigate risks.

QUALIFICATIONS:

- Bachelor’s degree in Information Technology, Computer Science, or a related field.

- Minimum of 5 years of experience in IT support, with at least 2 years in a managerial role.

- Strong knowledge of IT systems, networks, and security practices.

- Experience with call center environments and support for large user bases (200+ employees, 200+ workstations).

- Excellent leadership, communication, and interpersonal skills.

- Strong problem-solving abilities and a proactive approach to IT management.

- Certification in relevant IT fields (e.g., CompTIA A+, Network+, Security+) is a plus.

- Excellent communication skills, both verbal and written.

- Strong problem-solving and analytical abilities.

- Effective leadership and decision-making capabilities.

- Exceptional time management and organizational skills.

- Adaptability to changing priorities and technologies.

- Commitment to outstanding customer service.

- High self-awareness and self-regulation.

- Strong motivation and passion for technology.

- Empathy and sensitivity to employee needs.

- Excellent social skills and the ability to build positive relationships.

- Dependability and reliability in managing tasks.

- Proactiveness and initiative in identifying improvements.

- Patience and understanding in handling technical issues.

- Curiosity and eagerness to learn about new technologies.

- Positive attitude that fosters a supportive work environment.

Humach offers a competitive compensation and benefits package, growth opportinities, collaborative and supportive work environment and more! If you are ready to excel your IT career with a company on the leading edge of technology. APPLY NOW!