Overview: The IT Support & Systems Manager is a strategic and operational leader responsible for ensuring the efficiency, reliability, and scalability of the company's IT environment.
This role oversees all aspects of IT support services, from daily troubleshooting and systems administration to long-term technology planning and implementation.
Acting as both a hands-on technical expert and a people manager, the IT Support & Systems Manager ensures that the company's infrastructure, applications, and digital tools operate seamlessly to empower business teams and achieve organizational goals.
The role combines leadership, technical expertise, and project management, with responsibilities ranging from managing hardware and software systems to driving forward new initiatives such as Hub Spot optimization, AI-powered automation, and IT infrastructure modernization.
Key Responsibilities: Team Leadership & Development Lead, coach, and inspire the IT Support team, setting clear objectives and performance standards.
Build a culture of accountability, customer service, and continuous improvement within the IT function.
Provide training and career development opportunities for IT staff to maintain cutting-edge technical skills.
IT Infrastructure & Systems Management Oversee the administration and maintenance of core IT systems, including hardware, networks, Google Workspace, Moodle, Jira, Hub Spot, Zapier and other internal systems.
Manage and maintain company websites (Word Press), ensuring updates, plugin maintenance, content alignment, performance optimization, and security monitoring.
Troubleshoot website-related issues, including plugin conflicts, downtime, broken links, and site speed optimization.
Ensure overall system uptime, performance monitoring, and proactive troubleshooting to minimize downtime.
Establish best practices for security, compliance, and data protection across all IT assets and websites.
Developing and implementing backup strategies, configuring and managing backup systems, scheduling and monitoring regular backups, testing the ability to restore data, creating and maintaining documentation, and ensuring data security and retention policies are followed.
Operational Support & Service Delivery Act as the escalation point for complex technical issues, ensuring timely resolution.
Oversee onboarding and offboarding processes, including account creation, permissions, and device setup.
Ensure high-quality, responsive technical support for internal users, resolving issues efficiently and effectively.
Maintain and update technical documentation, system procedures, and knowledge base resources.
Vendor & Subscription Management Manage IT-related subscriptions, licenses, and vendor contracts, negotiating terms to optimize cost and value.
Evaluate and recommend external technology providers, tools, and platforms.
Monitor vendor performance to ensure service-level agreements (SLAs) are consistently met.
Strategic IT Planning & Projects Collaborate with leadership and department heads to align IT strategy with business objectives.
Lead IT-related projects, including Hub Spot CRM optimization, AI integration, website enhancements, workflow automation, and system upgrades.
Design and implement AI-powered solutions within Hub Spot, websites, and other business systems to improve workflows, reporting, and user experience.
Identify opportunities for digital transformation, cross-platform integrations, and adoption of emerging technologies.
Develop and implement IT policies, governance frameworks, and compliance standards to support long-term growth.
Performance Monitoring & Reporting Track and report on IT performance metrics, issue resolution times, and system reliability.
Provide regular updates to senior management on IT operations, risks, and opportunities.
Deliver recommendations for enhancing IT systems, websites, and platforms with automation, AI tools, and advanced analytics.
Qualifications: Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
Proven experience leading IT support teams, with at least 5+ years in IT management or senior support roles.
Strong technical background in system administration, networks, cloud services (Google Workspace, Microsoft 365), and IT infrastructure.
Hands-on experience with Hub Spot CRM administration, integrations, and workflow automation.
Proficiency in Moodle, Jira, and Word Press (including plugin management).
Demonstrated success in managing IT vendors, subscriptions, and budgets.
Track record of leading projects involving Hub Spot optimization, AI integration, and process automation.
Strong problem-solving skills with the ability to balance hands-on technical tasks and strategic planning.
Excellent interpersonal and communication skills, capable of working with technical and non-technical stakeholders.
Project management certification (e.g., PMP, PRINCE2, Agile/Scrum) is a plus.
