Control Room IT Manager

The IT Manager will oversee the day-to-day operation, stability, and continuous improvement of the organisations IT infrastructure. This includes internal systems as well as IT and security equipment deployed at customer sites . This role suits a hands-on IT generalist with strong experience across networks, servers, and workstations in Windows and Linux environments . Experience supporting high-availability environments (such as call centres or security control rooms) is highly desirable. Exposure to video surveillance technologies will be a strong advantage. Key Responsibilities IT Operations & Infrastructure Develop, implement, and enforce IT policies, procedures, and standards. Promote best practices and drive continuous improvement across IT operations. Manage and maintain core IT infrastructure, including: Network components (LAN/WAN, switches, routers, firewalls) Server environments (Windows Server and Linux) Workstation deployment, configuration, and support Monitor system performance to ensure high availability, reliability, and scalability. Customer Site Equipment & Support Manage IT and security equipment deployed at customer sites, including: Network components (LAN/WAN, switches, routers, firewalls) Servers NVRs, DVRs, and surveillance cameras Engage directly with clients and their IT teams to ensure effective problem resolution. Design and implement standardised processes to reduce incident resolution times. Define and enforce deployment, monitoring, and maintenance standards for client-side equipment. People, Process & Vendor Management Support skills development of junior staff and contribute to team growth and knowledge sharing. Coordinate with vendors and service providers for hardware and software procurement and support. Maintain accurate documentation for systems, configurations, and operational procedures. Define, implement, and ensure adherence to SLAs. Key Performance Indicators (KPIs) Reduction in Mean Time to Resolution (MTTR) for client-impacting issues. Availability and performance of core IT infrastructure. Successful implementation of standards for: Client-side equipment deployment and monitoring Surveillance equipment (NVR and camera) configurations SLA compliance and operational consistency. Qualifications & Experience Minimum 5 years experience in IT operations or infrastructure management. Proven experience developing and enforcing IT policies, processes, and procedures. Strong technical expertise in: Windows Server and Linux environments Networking (routers, VPNs, connectivity) Desktop and endpoint support ITIL Foundation (or higher) preferred. Microsoft 365 Certified: Endpoint Administrator Associate or equivalent experience. Mikrotik MTCNA certification or higher (MTCRE advantageous). Technical Skills & Systems Windows & Linux operating systems Networking fundamentals: TCP/IP, NAT, port forwarding, routing protocols Routers and VPN management Experience with security equipment (alarm panels, sensors, etc.) advantageous Exposure to video surveillance systems is a strong plus Skills & Competencies Highly self-disciplined with the ability to work autonomously. Strong communication and documentation skills. Detail-oriented with a strong focus on operational excellence and reliability.