IS Manager

Job Purpose :

• An IS Manager oversees and directs the day-to-day activities of an organization’s information technology (IT) department, ensuring that systems, services, and infrastructure work reliably and securely.
• IS Manager leads the team that develop and implement networks and servers, respond to user help desk requests, and monitor system and network stability and performance
• The IS Manager sets department strategy.
• He provides guidance and leadership to the IT department and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues

Job Responsibilities :

Monitor IT Servers and Systems

• One of the primary responsibilities of the IS Manager is monitoring an organization’s servers, networks, and computer systems for irregularities and performance issues.
• The IS Manager assesses system data and error logs, along with user reports, to determine areas for improvement or repair.
• In this aspect of the role, an IT operations manager may also determine when systems or servers are due for upgrades.

IT IS and Network design and operation

• IS Manager designs and architects complex IS application and database environments as well as highly available heterogeneous LAN/MAN/WAN data and communication network infrastructure. He operates all these environments focusing on cost-effective and best performance that meets customers and users signed SLA.

Direct IT Technicians

• Another important duty of the IS Manager is directing the activities of the team, both to directly support end-users and to assist with IT department upgrades and directives.
• An IS Managerassesses current department needs and help desk inquiries and assigns personnel to resolve each issue. In case of a long shift and worldwide IT support, the operations manager may also develop and implement technician schedules.

Develop Department Policies

• IS Manager uses proven methodologies (e.g. ITIL) to develop IT policies and procedures to ensure that the department operates effectively and reliably. This process can include developing service level agreements (SLAs) for the help desk.
• An IS Manager may also develop guides for users and engineers and technicians, such as FAQ documents or employee handbooks for IT department personnel.

Resolve Help Desk Escalations

• IS Manager provides direct user support by handling help desk or service desk escalations. If IT engineers or technicians are unable to successfully resolve a user’s issue, the IT operations manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair if the problem is related to the end user’s hardware or software.

Negotiate Vendor Contracts

• IS Manager also plays a direct role in negotiating contracts with IT service providers. In this aspect of the role, the IS Manager assesses department and business needs related to equipment and services and presents them to vendors.
• The IS Manager compares different solutions pricing and vendor bids with their department’s budget, determines which vendors offer the most advantageous terms, and negotiates rates with those vendors.

Oversee Upgrades and Installations

• Finally, IS Manager supports IT department activities while upgrading different Environments systems and servers and migrating the organization’s data. He may introduce new methods to streamline the upgrade process, monitor the system to ensure that it remains stable and usable, and maintain data security through the migration process.