ProTech Assistant Manager (IT)

Working Hours : Monday - Friday (8.30am – 5.30pm)

Job Summary:

This role requires a strong combination of technical knowledge, planning capabilities, and leadership to ensure efficient team coordination, smooth project delivery, and the implementation of ICT, Managed Service solutions and Internal IT that fulfil both technical and business objectives.

Job Responsibilities:

• Assist in technical day-to-day ICT infrastructure, Managed Services, and Internal IT operations to ensure high availability, performance, and reliability.
• Plan, coordinate, and support the delivery of ICT and Managed Services projects, ensuring alignment with client requirements, timelines, and service-level agreements (SLAs).
• Lead and support Protech and Internal IT teams by assigning tasks, monitoring performance, and ensuring effective collaboration to meet service delivery goals.
• Manage the provisioning, monitoring, and continuous improvement of Managed Services (e.g., cloud, network, cybersecurity, IT support), ensuring compliance with ITIL or similar frameworks.
• Act as a point of contact for clients and internal stakeholders to understand business needs, provide updates, and ensure service expectations are met.
• Provide advanced technical support for escalated issues in ICT systems, networks, or applications, working with vendors and internal teams to resolve problems.
• Support onboarding, training, and continuous skill development for technical staff to ensure they stay up to date with current technologies and best practices.
• Monitor service performance and prepare regular reports on system health, incident resolution, and SLA compliance for internal review and client reporting.
• Identify areas for operational improvement within ICT, Managed Services and internal IT environments, proposing and implementing enhancements to improve efficiency and service quality.
• Maintain accurate documentation of systems, processes, project plans, and service records to support knowledge sharing and compliance.
• Ensure all ICT, Managed Services, and Internal IT operations follow regulatory, security, and compliance standards, mitigating risks through proactive measures.
• Assist in resource allocation, capacity planning, and budgeting for ICT, Managed Services and Internal IT initiatives.
• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• Relevant certifications such as ITIL, CompTIA, Cisco (CCNA/CCNP), Microsoft (MCSA/MCSE), or equivalent is an advantage.
• Solid understanding of ICT infrastructure (servers, networking, cloud platforms, cybersecurity, etc.).
• Hands-on experience with Managed Services tools and practices (e.g., remote monitoring, ITSM platforms, backup solutions).
• Knowledge of service delivery frameworks such as ITIL or COBIT.
• Proficiency in troubleshooting and resolving hardware, software, and network issues.
• Familiarity with cloud technologies (AWS, Azure, Google Cloud) and virtualization (VMware, Hyper-V) is a plus.
• Experience supervising or coordinating technical teams.
• Strong planning, prioritization, and task management abilities.
• Proven ability to manage multiple projects or service streams simultaneously.
• Experience with vendor and stakeholder coordination.
• Strong written and verbal communication skills in English (and local language, if applicable).
• Ability to explain complex technical concepts to non-technical stakeholders.
• Customer service-oriented mindset with experience in client-facing roles.
• Excellent analytical and critical thinking skills for diagnosing and resolving technical issues.
• Ability to assess risk, make sound decisions, and recommend effective solutions.
• Typically, 3–5 years of experience in a technical support, system/network administration, or similar role.
• At least 1–2 years in a supervisory, lead, or assistant manager capacity, preferably in an ICT or Managed Services environment.
• Willingness to work flexible hours or be on-call, as required by operational needs.
• Strong documentation skills and familiarity with service management