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IT Services Manager
African Leadership University
Posted 4 months agoKigali, Rwanda
Location
Kigali, Rwanda
Job Type
Full-time
Experience
Senior
Category
Other
Job Description
The IT Services Manager is accountable for end-to-end stability, security, governance, and performance of the organisation’s technology platforms and IT services. This role leads the IT Support function while owning IT Service Management (ITSM), cybersecurity operations, identity governance, incident response, and vendor compliance.This is both a strategic and hands-on role requiring deep operational maturity and security discipline.
Privileged Access Management (PAM), Endpoint Detection & Response (EDR), Network and SaaS access controls, Password and authentication policies
Excellent communication and troubleshooting skills, with strong bias for operational stability and secure-by-design approaches
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Requirements
- QUALIFICATIONS:
- Bachelors degree in Information Technology, Computer Science or a related field
- ITIL certification or equivalent experience in IT Service Management required
- Cybersecurity certifications (Security+, CISM, CISSP, CEH, or similar)
- Cloud platform security knowledge (Google Admin, AWS, GCP, Azure)
- Knowledge of compliance frameworks (GDPR, ISO 27001, NIST, SOC2)
- EXPERIENCE AND SKILLS:
- 8+ years in IT operations or service management, with 5+ years in leadership
- Proven experience managing multi-platform environments (SaaS, cloud, enterprise systems)
- Demonstrated competency in cybersecurity operations, IAM, MFA, endpoint security, and access governance
- Experience leading IT audits, compliance reviews and security hardening initiatives
- Strong organisational discipline, with ability to enforce standards and drive cultural change toward secure practices
Responsibilities
- 1. IT Service Management, Platform Uptime & Operational Security:
- Monitor infrastructure and SaaS platform logs, taking proactive action on anomalies or security alerts.
- Define and enforce system SLAs and platform security KPIs (MTTR, MTTD, failed logins, anomalous access patterns, etc).
- 2. IT Support Team Leadership & Secure Operations:
- Lead and coach the IT Support team to deliver secure, responsive support.
- Maintain secure onboarding/offboarding processes, ensuring zero-day deprovisioning for user accounts and devices.
- Uphold strict documentation, SOPs, configuration standards, and security checklists across all support processes.
- 3. Vendor & Contract Governance with Security Controls:
- Oversee relationships with technical vendors and service providers (e.g., helpdesk, infrastructure, SaaS platforms)
- Ensure vendors meet performance expectations, SLAs, cybersecurity requirements and compliance obligations
- Support contract evaluations, renewals, and procurement processes
- 4. Cybersecurity, Threat Prevention & Compliance:
- Conduct regular access reviews, audit trails, configuration audits, and logging reviews.
- Cybersecurity Audit & Remediation Plan (2025).
- Coordinate vulnerability scans, remediation cycles, patch compliance, and policy enforcement across all endpoints.
- Own security awareness training and phishing simulations to reduce user risk.
- Respond to incidents rapidly, including triage, containment, remediation and root-cause analysis.
- 5. System Lifecycle Support & Documentation:
- Ensure all changes go through proper security evaluation, testing, approvals, and rollback planning.
- Own identity lifecycle processes, including joiner/mover/leaver workflows and role/access policies.
- Contribute to disaster recovery and business continuity planning, including DR drills and readiness reviews
- Maintain documentation and workflows related to user identity management, system roles and access policies
- 6. Service Governance & Continuous Improvement:
- Drive continuous service improvements through user feedback, metrics tracking and post-incident reviews
- Track and report service quality and security posture metrics to leadership.
- Establish and improve internal ITSM practices, aligning with frameworks such as ITIL
- Participate in technology governance forums and audit response processes to ensure service accountability\
- Contribute to risk registers, audit responses and compliance certification efforts.
- Ensure availabi
