Assistant IT Operations Manager

The Role The Assistant IT Operations Manager plays a crucial role in supporting the Head of IT, DPO, and Director of AI by overseeing day-to-day IT operations, managing IT projects, and assisting with sensitive investigations. This individual will be responsible for ensuring the smooth functioning of IT services and systems, tracking project progress, generating reports, and supporting the implementation of IT policies and SOPs. This role will provide operational leadership and support to the engineering team in the delivery of IT services, enabling the Head of IT to dedicate more time to strategic initiatives, particularly as Director of AI. Key Responsibilities Team Leadership and Management • Conduct performance reviews, set goals, and provide feedback to the engineering team. • Address performance issues and provide coaching and development opportunities. • Foster a positive and collaborative team environment. • Identify training needs and support the professional growth of the engineers. • Effectively delegate tasks and ensure projects are completed on time and within budget. • Prioritise tasks and manage competing demands. • Provide technical guidance and mentorship. • Conduct regular team meetings. Project Management • Manage IT projects, including infrastructure upgrades, software deployments, and security implementations, initiated by IT or other departments. • Track project progress, identify risks, and implement mitigation strategies. • Coordinate with stakeholders to ensure project alignment and success. • Suggest budget allocations and procurement decisions to the Head of IT. IT Operations Support • Oversee day-to-day IT operations, ensuring the stability and reliability of IT services and systems, under the direction of the Head of IT. • Handle tasks delegated by the Head of IT, including vendor management, procurement, and user escalations. • Generate reports on IT performance and KPIs. • Assist with the management and maintenance of application backend integrations and data extractions. • Overseeing security awareness training and phishing simulation programs. • Streamlining IT-related administrative processes and documentation. • Ensure the engineering team maintains accurate and up-to-date documentation of systems, configurations, and changes. Security and Compliance • Assist the Head of IT in managing and conducting investigations related to IT security, compliance, and safeguarding, ensuring adherence to policies and maintaining confidentiality. • Assist with data breach monitoring and implement data loss prevention (DLP) controls. • Assist with the implementation and maintenance of security policies and procedures. • Manage and execute Incident Response Plan, including annual or biannual testing. • Ensure that IT systems and processes comply with relevant data privacy regulations (e.g., GDPR, PDPA). • Conduct regular audits and assessments to identify and mitigate data privacy risks. Policy and SOP Implementation • Assist with the development, review, and implementation of IT policies and SOPs. • Provide training and guidance to staff on IT policies and procedures. Technical Oversight • Provide technical guidance and support to the engineers in the delivery of IT services. • Review the work of the engineers related to IT service management to ensure quality and accuracy. • Maintain a strong understanding of the security aspects of IT. Communication and Collaboration • Communicate effectively with other IT teams, departments, and vendors. • Provide regular reports to the Head of IT on team performance and project status. • Collaborate with the IT Support Team Lead. • Facilitate effective communication and collaboration between IT teams and other departments. • Prepare and present technical reports and presentations to stakeholders. Strategic Alignment • In discussion with the Head of IT to ensure that the team’s work aligns with the overall IT vision and goals. • Stay up-to-date with the latest technology trends and recommend solutions. • Research and evaluate emerging technologies to identify opportunities for innovation and improvement. • Proactively identify and recommend process improvements to enhance IT efficiency and effectiveness. • Conduct regular audits and assessments to identify and mitigate data privacy risks. Resource Management • Manage team resources effectively, including time, equipment, and budget. • Contribute to capacity planning. • Assist in the development and management of the IT budget, tracking expenses and identifying cost-saving opportunities. • Prepare budget reports and forecasts for the Head of IT. Educational Technology Integration • Collaborate with academic departments to support the integration of technology into teaching and learning. • Assist in the evaluation and implementation of new educational technology tools and platforms. Vendor Relationship Management • Manage relationships with key IT vendors, ensuring service level agreements (SLAs) are met and costs are optimised. • Evaluate vendor proposals and negotiate contracts in collaboration with the Head of IT. Disaster Recovery and Business Continuity • Support the Head of IT and contribute the development and implementation of disaster recovery and business continuity plans. • Conduct regular backups and test recovery procedures to ensure data integrity and system availability. Change Management • Lead the implementation of a formal change management process for IT infrastructure and systems. • Ensure that all changes are properly documented, tested, and communicated to stakeholders. School Culture and Values • Demonstrate a commitment to the school’s mission and values in all aspects of the role. • Foster a positive and inclusive work environment for the IT team. Required Skills and Qualifications • Proven experience in IT operations, project management, and team leadership. • Strong project management skills, with a good understanding of project management methodologies. • Excellent analytical and problem-solving skills. • Strong communication and interpersonal skills. • Ability to handle sensitive information with discretion. • Experience in report generation and KPI tracking. • Knowledge of IT security and compliance best practices. • Project management certification (PMP, Scrum Master) a plus. Key Performance Indicators (KPIs) • Project completion rates. • IT service uptime and reliability. • Timely and accurate reporting. • Successful handling of safeguarding investigations. • Successful implementation of DLP controls. • Incident response plan test completion. • Team performance and development. • Compliance with data privacy regulations. • Effective vendor relationship management. • Successful implementation of disaster recovery and business continuity plans. • Successful implementation of change management processes. Professional Development • Opportunities for training in project management, leadership, and security. Working Environment • Our IT department fosters a culture of collaboration, proactive problem solving, and continuous improvement. We prioritise doing things right the first time through careful planning and testing. We are customer-focused and strive to provide exceptional service to our school community. Essential Skills and Abilities The successful candidate should be able to relate well to people at all levels, be calm and confident under pressure, have a good sense of humour and be able to work as part of a team. • Bachelor’s degree and relevant in Network Engineering, Management Information System (MIS), Computer Science, Computer Engineering or related field qualifications with 5 years’ experience • Preferred skills/ ability/Knowledge: LAN, WLAN, Firewalls • CCNA (Cisco Certified Network Associate) holders will have an added advantage. • Excellent written and oral English for effective communication with staff, parents and pupils. • Good troubleshooting methodology with independent research skills. • Good task and time management, able to complete and report on completed tasks with minimal prompting • Well documented work following department SOPs