Support and IT Manager AND Helpdesk

University of Rabat

Mission

The IT Helpdesk Support Manager is responsible for ensuring the operational management of the UIR's IT support, helpdesk, mobile telephony, IT stock and audiovisual equipment. He/she ensures the quality of the service provided to users, compliance with security standards and actively contributes to the maintenance and improvement of the Information Security Management System (ISMS).

Reporting to the Director of Information Systems, you will be responsible for:

Supervise the support team and organize level 1 and 2 support activities.

Follow up on incidents and requests via the ticketing tool, respecting SLAs.

Manage the computer equipment (workstations, printers, peripherals) and ensure inventories.

Supervise the management of IT stock: supply, monitoring of inputs/outputs, anticipation of needs.

Manage mobile telephony: fleet, subscriptions, configuration and support.

Provide technical and logistical support for audiovisual equipment in classrooms, lecture halls and during events.

Actively participate in the maintenance and improvement of the ISMS in line with ISO 27001 requirements.

Apply and enforce IT security policies (access management, antivirus, updates, etc.).

Collaborate with other departments in the IT department for the escalation of complex incidents.

Train users and write technical guides and procedures.

Profile

Formation:

Bac+5 in computer science, systems and networks or technical support.

Experiment:

10 years' experience, including a minimum of 3 years in a similar position, including team and IT equipment management.

Experience in an institutional or academic environment is a plus.

Technical Knowledge:

Operating systems: Windows, macOS, Linux.

Ticketing tools.

Cable television, supervision, fleet management.

Mobile telephony: fleet management and support.

Audiovisual: video projectors, sound systems, videoconferencing equipment.

Computer security: antivirus, access management, backups.

Knowledge of ISO 27001 standards and ITIL best practices.

Transversal knowledge:

Sense of service and user orientation.

Ability to lead a team and manage priorities.

Good communication, pedagogy and technical extension skills.

Rigor, responsiveness and sense of organization.

Ability to work cross-functionally with the other divisions of the IT department.