Executive, IT

Role Overview

The IT Executive is responsible for managing complex IT operations and Level 3 support, while overseeing end-user support processes, IT assets, and system administration. This role also assumes selected operational and project responsibilities to allow other IT staff to focus on broader strategic initiatives.

Key Responsibilities

1. IT Support & Maintenance

• Act as the primary point for Level 3 IT support, managing complex issues escalated from Level 1 and Level 2 support.

• Provide guidance and support to the IT officer on advanced troubleshooting and issue resolution.

• Ensure timely action on critical incidents, including disaster recovery, cybersecurity, and network issues.

• Provide technical support for end-users on hardware, software, network, and AV systems as needed.

• Oversee maintenance and troubleshooting of telephone systems, remote devices, and AV equipment.

2. Project & Systems Support

• Take ownership of operational IT projects, including hardware and software implementations, to support broader departmental priorities.

• Participate in planning, monitoring, and improving IT workflows and processes.

• Assist in system monitoring, patching, and maintenance to ensure operational continuity.

3. Asset & Inventory Management

• Manage the lifecycle of IT assets, including procurement, deployment, maintenance, and decommissioning.

• Maintain accurate IT asset records and conduct regular audits.

• Track software subscriptions, licensing, and End-of-Support items to ensure compliance and continuity.

4. Network & Systems Administration

• Administer and monitor network infrastructure, including routers, switches, wireless access points, firewalls, and IoT devices.

• Use monitoring tools (e.g., Datto, Kaseya 365) for proactive system management, updates, and remote assistance.

• Manage Google Workspace and Microsoft 365 platforms, including user account administration.

• Review network and firewall logs to detect and mitigate security threats, taking L3 action where required.

5. Documentation & Process Improvement

• Document IT operations, workflows, and system configurations to ensure knowledge continuity.

• Assist in developing and enforcing IT policies, standard operating procedures (SOPs), and best practices.

• Identify opportunities to streamline IT processes, automate routine tasks, and improve operational efficiency.

6. Ad Hoc Responsibilities

• Provide support during periods of high volume or staff absences.

• Assume operational or project-related tasks as required to ensure smooth IT operations and continuity.

Qualifications and Experience

• Diploma/Degree in Information Technology, Computer Science, or related field.
• Candidates with CompTIA certification(s), such as CompTIA A+, is a plus
• At least 2-4 years of experience in IT support and infrastructure management.
• Experience with Google Workspace is preferred.
• Experience managing firewalls and network infrastructure is preferred.
• Experience in IT project management is an advantage.

Key Competencies & Skills

• Strong technical expertise in hardware, software, networks, and AV systems.

• Proficiency in Google Workspace, Microsoft 365, Datto, Kaseya, and network monitoring tools.

• Experienced in troubleshooting and resolving Level 3 IT issues.

• Ability to guide and support IT colleagues on complex problems.

• Strong documentation, analytical, and process improvement skills.

• Ability to manage multiple tasks, priorities, and projects simultaneously.