The IT Assistant Manager supports the IT Manager in leading the IT team, ensuring the successful deployment, maintenance, and support of the Smartbooks ERP Accounting and Human Resources software. This role involves assisting with IT infrastructure management, technical support, and customer service while coordinating IT operations to optimize service quality and efficiency. The IT Assistant Manager also plays a crucial role in supporting
business development, training clients, and ensuring smooth day-to-day IT operations.
Key responsibilities and duties:
IT Overall Support
o Assist
IT Manager in tracking client service contracts, ensuring timely renewals, upgrades, and maintenance.
o Help configure and customize ERP solutions based on client's needs.
o Monitor system stability, security, and performance, ensuring smooth IT operations.
o Assist with IT projects, including planning, implementation, and testing.
o Report to IT Manager/BOD and the clients the ERP progress weekly or further requirements from current clients.
Technical Support / Consulting & Customer Service
o Analyze and troubleshoot technical issues related to Smartbooks ERP reported by clients.
o Provide basic consulting and advisory services to help clients optimize business processes with ERP solutions.
o Collaborate with clients to analyze their business needs and map requirements for ERP and costing solutions.
o Assist in performing system updates, maintenance, and bug fixes to improve software performance.
o Conduct software onboarding and user training for clients to enhance software utilization.
o Assist in developing user guides, technical documentation, and deployment guidelines.
o Support IT product presentations and demonstrations to clients.
o Respond to client inquiries and support requests in a timely manner.
o Monitor and maintain customer satisfaction levels by ensuring efficient technical support.
IT Team Coordination & Training
o Support the IT Manager in assigning tasks, tracking progress, and ensuring project deadlines are met.
o Assist in training and mentoring IT team members on system maintenance and customer support skills.
o Participate in organizing internal IT training programs (e.g., system updates, troubleshooting best practices).
o Contribute to creating a knowledge-sharing environment within the team (e.g., case studies, tech talks).
o Provide performance feedback to team members as required.
IT Business Development Support
o Assist in identifying potential clients and market segments for IT products and services.
o Support the execution of strategies to generate leads and sales opportunities.
o Coordinate with accounting, audit, and other teams to ensure smooth ERP system integration.
o Provide insights and reports to the IT Manager and Board of Directors regarding market trends and customer needs.