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NewGlobe is an education technology company that partners with governments to transform public education systems at scale. The company combines a comprehensive system transformation platform with data-driven educational services to improve learning outcomes across schools and districts.
The Manager, IT Operations role is responsible for ensuring superior IT service delivery across NewGlobe's North-West Nigeria operations. This is a hands-on management position that oversees the last-mile delivery of technology to school staff, executives, and back-office teams. The role manages IT infrastructure, provides technical support, supervises junior IT staff, and serves as the primary technology advocate for the region.
Key responsibilities include:
- Serving as the first point of IT support contact for all local staff, covering hardware, software, and peripherals
- Managing service requests and service desk tickets, prioritizing systematically to minimize backlog
- Troubleshooting technical issues to resolution or escalating appropriately
- Deploying computers, school technology, and peripherals including new installations and redeployment
- Installing and configuring operating systems and software to agreed standards
- Recommending, sourcing, installing, and maintaining network equipment (firewalls, routers, switches)
- Managing local area network and internet connections, ensuring network security through hardware, software, and IT policy development
- Managing IT infrastructure improvement projects, including scheduling and budgeting
- Maintaining equipment through upgrades, installations, and routine procedures
- Compiling and maintaining accurate hardware and software inventory
- Monitoring system performance and ensuring appropriate escalation and resolution
- Providing technical assistance to project teams
- Maintaining relationships with key suppliers
- Supervising, training, and mentoring junior IT staff members
- Promoting a culture of service excellence and continuous improvement
The role requires flexibility to work outside normal business hours and the ability to work under broad direction with minimal supervision.
Requirements:
- Excellent technical knowledge of PC hardware
- Working technical knowledge of current protocols, operating systems, and standards
- Software and hardware troubleshooting expertise
- Windows desktop (7/8/X) and Windows Server (at least 2012) experience; Microsoft Office support and Active Directory administration; Microsoft certification is a plus
- Routers, switches, and firewall experience
- Knowledge of Android technologies, smartphones, LAN and WiFi configurations
- Experience with Microsoft systems administration (Navision, IIS, SharePoint)
- Experience with cloud services, particularly AWS
- Experience training on a variety of IT subjects and applications
- Excellent written and oral communication skills
- Strong research skills and ability to identify and propose solutions to issues and crises
- Bachelor's degree from a recognized university with top marks in Computer Science or related discipline
- 5-10 years of relevant IT/industry work experience
- Experience working in fast-paced environments
