System Support Manager

About the role

The System Support Manager is a full‑time, on‑site position responsible for overseeing the technical support and reliability of the Bureau’s IT and statistical systems. The role ensures continuous availability of critical applications and databases while leading a small support team.

Key responsibilities

• Oversee technical support and reliability of the Bureau’s IT and statistical systems, monitoring performance and uptime.
• Lead a small support team, prioritize and resolve incidents, and coordinate escalation to vendors or specialized staff.
• Provide user support, configure and maintain hardware and software, and implement security, backup and recovery procedures.
• Document system changes and support activities, and collaborate with statistical and administrative teams to understand system needs.
• Plan and deliver training for staff on system use and best practices, and contribute to IT improvement projects aligned with strategic objectives.

Required profile

• Strong analytical skills with ability to interpret system logs and identify root causes.
• Proficiency in technical support and troubleshooting in multi‑user environments.
• Experience delivering training and explaining technical concepts to non‑technical staff.
• Customer‑service orientation and professional communication skills.
• Relevant academic qualification in IT, Computer Science, Information Systems or related field.
• Experience managing or coordinating IT support teams in public sector or data‑driven organisations is an advantage.

Required skills

• System log analysis
• Operating system troubleshooting
• Network troubleshooting and basic network administration
• Business application support
• Hardware configuration and software maintenance
• System security and data protection
• Backup and recovery procedures