Duties & ResponsibilitiesPlan and implement moves, adds, changes and deletions to support the IT infrastructure.Responsible for maintaining information on purchases for the assets registry.Implement network security at levels set by corporate standards.Anticipate difficulties or problems relating to IT and ensure that contingency plans are in place to overcome these difficulties.Work with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders.Interact constructively with internal clients at all levels to help resolve IT-related issues and provide answers in a timely manner through effective implementation of helpdesk and application software.Administer and maintain the company's IT infrastructure and manage all telephone changes.Manage day-to-day internal and external client interactions.Oversee all helpdesk activities for the location.Respond to and resolve escalated Helpdesk issues.Manage day-to-day activities of the IT Team.Ensure that company IT assets are maintained according to company standards.Manage the administration and maintenance of computer stations and software for the Company's training programs and training facilities and proactively provide support.Manage troubleshooting, system backups, archiving, disaster recovery, and provide expert support when necessary while identifying and motivating opportunities for improvements.Provide the financial department with IT financial information and manage the purchasing of all software, hardware, and other IT supplies within budget constraints.Facilitate the motivation and development of the team by aligning project tasks with team members' career interests while attaining goals in pursuit of excellence and giving feedback on performance goals.Manage IT suppliers and SLAs.Perform any other duties consistent with the position of ICT Team Leader.Identify opportunities for improvement and make constructive suggestions for change.Maintain information on purchases for the assets registry.Manage key supplier relationships, costing, and SLAs.Communicate with the Management Team and all other levels within the business.Provide persistent, regular updates to all senior management during IT downtime.Play a vital role with clients, always being well-briefed and informative.Update as appropriate and maintain casual contacts for the good of the business.Attend and contribute to regular team meetings to discuss and resolve issues and challenges in the department.Remain at the forefront of emerging industry practices and continually investigate IT technologies.Identify opportunities for improvement and make constructive suggestions for change.Desired Experience & QualificationDegree in a relevant discipline or equivalent relevant work experience.5 years of experience in a senior/team lead IT role (preferably in the contact service centre industry: in-house centre within the airline industry or international customer care outsourcing provider) advantageous.MCSE, CCNA certificate, and ITIL qualification required.Advanced knowledge of the following systems required: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre Configuration Manager (SCCM).Advanced knowledge of the following networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.Web Technologies would be advantageous.Well-developed knowledge of Telephony applications and concepts.Well-developed knowledge of the Genesys Suite of products is an advantage.Proven track record of organisational and planning skills essential.
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