ENVIRONMENT: OVERSEE the company infrastructure across client sites of a cutting-edge Digital Supply Chain Specialist seeking a highly experienced IT Manager to join its team. The role will have a distinct focus on ensuring the efficiency of the Tier 1 and Tier 2 Support teams & meeting the agreed target response time for clients. You will also manage day-to-day operations, including network and office infrastructure, cloud services, and database management. Long-term projects will include automation of support processes, network security, and cloud infrastructure management.   DUTIES: Tier 1 and Tier 2 Team Management Tier 1 Operational Centre: Manage the Tier 1 team, which operates on a shift basis to support IT requests from client sites. Ensure that the team meets the target response time of 5 minutes for client requests and escalates issues to Tier 2 when necessary. Shift Management: Ensure efficient shift coverage and manage scheduling to guarantee 24/7 support without response time delays. Team Development: Train and develop the Tier 1 team to handle requests efficiently, ensuring all team members are aligned with the target response time. Tier 2 Team: Oversee the 24/7 Tier 2 team, which handles escalated issues and more complex network, server, and infrastructure problems. Ensure Tier 2 is available around the clock to provide critical support when needed. SOP Development: Establish and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 teams to standardise issue resolution, ticket handling, and escalation processes, all aimed at meeting the target response time.   Infrastructure and Daily Operations Network & Office Infrastructure: Manage and maintain PABX systems, WAN/LAN networks, and ISP monitoring across all offices and sites, ensuring continuous network uptime. ISP and Vendor Management: Oversee relationships with ISPs across all sites and offices, ensuring reliable service, cost-effective contracts, and adherence to Service Level Agreements (SLAs). Daily Database Backups: Ensure daily database backups are completed and monitored, maintaining data integrity and availability. Support Ticket Management: Oversee the handling of support tickets across Eworks and WhatsApp platforms, ensuring Tier 1 addresses tickets efficiently and escalates unresolved issues to Tier 2 promptly. Hot Standby PCs: Maintain a stock of ready-to-deploy "Hot Standby" PCs to minimise downtime in case of hardware failures.   Response Time Management and Optimisation Real-Time Monitoring: Implement real-time monitoring systems for incoming tickets to ensure that the Tier 1 team consistently meets the target response time. Use tools that trigger alerts when response times exceed the target. Automation of Ticket Routing: Automate the assignment of routine tickets to the appropriate team members, ensuring that client groups are prioritised for faster responses. Use automation to reduce manual processing time and eliminate bottlenecks in ticket handling.   Process Improvements and Long-Term Projects Site Layouts and IP Deployment: Plan and document IT infrastructure layouts for each site, ensuring scalable and efficient deployment of IP ranges for new locations. Automation of Tier 1 and Tier 2 Processes: Lead automation initiatives to improve the efficiency of both Tier 1 and Tier 2 teams, focusing on reducing manual work and speeding up ticket handling. Security Management: Implement security protocols and server lockdowns to protect data and IT infrastructure across all sites. Conduct regular security audits and risk assessments. Data Usage and Trend Analysis: Analyse data usage across the network, providing insights and optimisation recommendations based on usage trends.   Long-Term Strategic Projects Domain Certificate and Domain Management: Manage domain certificates and renewals, ensuring security and compliance. Office 365 Administration: Oversee the administration of Office 365 accounts, ensuring secure access and smooth user management. BOQ and Site Designs: Lead the development of Bills of Quantities (BOQ) for IT infrastructure projects and collaborate on new site designs. Cloud Infrastructure: Lead initiatives to optimise and scale the company’s cloud infrastructure, aligning with long-term business goals.