IT Support Manager

At CodeNinja, we are dedicated to empowering businesses through innovative technology solutions. As a leading provider of IT services, we pride ourselves on our commitment to excellence, customer satisfaction, and continuous improvement. Our team of skilled professionals works collaboratively to deliver cutting-edge solutions that enhance operational efficiency and drive growth. We believe in fostering a dynamic work environment that encourages creativity, teamwork, and professional development. Join us in our mission to transform the way organizations leverage technology to achieve their goals.

The IT Support Manager is responsible for overseeing the IT support team and ensuring that all technical support services are delivered efficiently and effectively. This role involves managing the day-to-day operations of the IT support department, providing leadership to the support staff, and ensuring that the organization's IT infrastructure is maintained and optimized for performance.

Responsibilities:

• Manage service desk operations, ensuring adherence to SLAs (Service Level Agreements).
• Provide end-user support both remotely and on-site, ensuring seamless service delivery.
• Oversee the management of service desk tickets, troubleshooting, and resolving technical issues.
• Maintain user accounts, group policies, and permissions through Active Directory (AD).
• Utilize remote desktop tools (e.g., TeamViewer, RDP, AnyDesk) for technical support.
• Track and manage IT assets throughout their lifecycle, including procurement, deployment, and decommissioning.
• Manage procurement processes for IT assets and collaborate with vendors for sourcing equipment and software.
• Ensure accurate inventory management using asset tracking systems, such as barcode scanning, QR codes, or RFID.
• Create and maintain a self-service knowledge base for troubleshooting and asset management procedures.
• Generate and analyze reports related to service desk performance, asset utilization, and financial impact.
• Handle customer inquiries and resolve issues effectively, with strong communication skills (Arabic Speaker is a must).
• Ensure meeting room equipment and scheduling systems are fully functional.
• Prepare and maintain technical documentation, including architecture diagrams and operational procedures.