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 IT Manager is responsible for managing the company’s IT infrastructure across client sites, ensuring operational efficiency and strategic technology advancements. The role requires oversight of the Tier 1 and Tier 2 support teams, network infrastructure, security, automation and vendor management. A core focus is maintaining a rapid response time for client IT requests while optimising IT processes and ensuring business continuity.   DUTIES: Tier 1 and Tier 2 Team Management Oversee Tier 1 (Operations Centre) team shift schedules to ensure continuous 24/7 support. Ensure Tier 1 meets the target response time of 5 minutes for client requests. Implement team training and development plans for Tier 1 to handle requests efficiently. Manage Tier 2 team responsible for escalated, complex IT issues across network, server and infrastructure domains. Develop and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 to improve efficiency and escalation handling. Infrastructure and Daily Operations Oversee and maintain network, PABX, WAN/LAN and ISP services across all sites. Manage relationships with ISPs and vendors, ensuring SLA compliance and cost-effectiveness. Ensure database backups are completed daily and monitored for integrity. Oversee support ticket management across Eworks and WhatsApp platforms, ensuring seamless handling and escalation when required. Maintain stock of pre-configured Hot Standby PCs to minimise downtime. Response Time Management & Optimisation Implement real-time monitoring systems to track and improve ticket response times. Develop automated ticket assignment processes to ensure timely resolution and reduce manual handling. Monitor and optimise escalation processes to prevent bottlenecks. Process Improvements & Long-Term IT Projects Plan and document IT infrastructure layouts for scalable deployments at new sites. Lead automation initiatives to improve Tier 1 and Tier 2 operational efficiency. Implement security protocols and risk assessment frameworks to protect data and IT infrastructure. Conduct network data usage analysis and optimise based on trends. Strategic IT Initiatives Oversee domain certificates and domain management to ensure security and compliance. Manage Office 365 administration for secure and efficient user access. Develop Bills of Quantities (BOQ) for IT infrastructure projects. Optimise and scale cloud infrastructure to align with business growth. Integration with IT Network Support Responsibilities IT Network Administration & 2nd Line Support Provide advanced troubleshooting and network support to ensure seamless IT operations. Manage network configurations, firewall rules and security protocols. Supervise 2nd Line Support operations and ensure escalated IT issues are resolved promptly. Support server administration, including Windows and Linux environments. Ensure documentation and as-built records are maintained for all network changes. Oversee cybersecurity measures and monitoring tools to detect and prevent threats. Ensure Active Directory, Group Policies and Microsoft 365 administration are properly managed. Technical & Security Enhancements Maintain network monitoring tools such as Zabbix, PRTG and SolarWinds for real-time issue tracking. Manage cloud services (Azure, AWS, Google Cloud) and virtualization platforms (VMware, Hyper-V, Proxmox). Enhance cybersecurity efforts by implementing SIEM tools and advanced firewall configurations. Implement IT automation using scripting languages such as PowerShell, Bash, or Python. Lead IT compliance and governance efforts, ensuring adherence to security policies. Collaboration & Team Leadership Work closely with cross-functional teams to ensure IT alignment with business objectives. Mentor junior IT staff, fostering knowledge sharing and skills development. Develop and implement IT training programs to enhance technical capabilities within the team.   REQUIREMENTS: Strong hands-on technical ability to step in and resolve complex Tier 2 issues when necessary. Ability to mentor and train Tier 2 staff, ensuring continuous skill development and knowledge transfer. Proven leadership and team management experience in IT support environments. Expertise in network infrastructure, database management, and cloud technologies. Proven experience in implementing IT automation to enhance operational efficiency. Ability to conduct security risk assessments and enforce IT security policies.   ATTRIBUTES: Strong problem-solving and decision-making skills in high-pressure environments. Strong communication skills for effective vendor, client, and team collaboration.  Strategic thinking and planning abilities.