IT Infrastructure & Technical Support Manager

Future Group Translation Services

Primary Responsibilities

• Oversee servers, networks, systems, and branch connections, ensuring reliability and high availability.
• Lead data center operations and implement business continuity across company sites.
• Establish disaster recovery, backup procedures, and information security controls.
• Define IT infrastructure strategy, architecture, and processes.
• Administer and develop SharePoint, Office 365, and related platforms.

Technical Support Management

• Direct IT support teams to resolve hardware/software issues quickly and effectively.
• Manage escalations, monitor help desk activities, and ensure timely resolutions.
• Ensure IT stock availability to meet user needs.
• Establish ITIL standards across technical support operations.

Policy, Strategy & Planning

• Develop and implement IT policies, standards, and procedures.
• Lead annual budgeting, reporting, and cost optimization for IT.
• Partner with all departments to analyze business requirements and deliver tailored IT solutions.
• Build and manage the asset management database.

Vendor & Project Management

• Lead large-scale IT projects, including system upgrades and new deployments.
• Select and negotiate with vendors for hardware/software procurement.
• Stay updated with industry developments to adopt best-fit technologies.

People Leadership

• Recruit, train, and coach IT staff to build a high-performing team.
• Set clear job expectations and conduct performance appraisals.
• Foster collaboration across IT and business functions.

Key Behavioral Competencies

• Action Oriented: Takes on challenges with urgency and energy.
• Collaboration: Builds strong partnerships internally and externally.
• Communication: Delivers clear, audience-tailored messages.
• Global Perspective: Anticipates global trends and adapts strategies.
• Decision-Making: Makes timely, sound decisions under pressure.