Openings at Mango5

Key Responsibilities

• Manage all IT-related infrastructure and service delivery processes
• Oversee the daily delivery of IT services to ensure service quality, uptime, and responsiveness
• Act as the operational lead for IT service desks and user support teams
• Ensure adherence to ITSM practices, with processes documented and followed across providers and internal teams
• Manage and track IT assets, licenses, and support agreements
• Implement and maintain service-level agreements (SLAs) with internal users and vendors
• Serve as a key point of escalation for IT service issues and incidents
• Drive routine patching, monitoring, backup, and maintenance cycles
• Coordinate with external vendors for infrastructure services, support, and procurement
• Support ISO27001 compliance activities and ensure security practices are followed
• Monitor service delivery metrics and generate regular performance reports for review with the CTO
• Assist in the roll-out of new systems, tools, and operational improvements 

Qualifications

• 8–10+ years of experience in IT operations or infrastructure support
• Solid technical experience across networking, servers, systems, backups, and endpoint management
• Experience working with managed service providers (MSPs) or in hybrid in-house/vendor environments
• Strong understanding of service management frameworks (e.g., ITIL)
• Prior responsibility for incident escalation, vendor management, and service desk performance 

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Key Responsibilities

• Diagnose and resolve customer and internal technical issues.
• Build, configure, and replace employee laptops/desktops.
• Provide hands-on end-user support for software, hardware, and network-related concerns.
• Create, amend, and delete user accounts across platforms.
• Maintain and update IT asset registers and documentation.
• Install and support plugins, voice applications, and antivirus tools.
• Schedule and manage platform backups.
• Ensure service desk SLAs are met and escalate complex issues to Level 2/3.
• Offer support during critical outages (P1, P2) as part of 24/7 standby rotation.
• Assist in customer training sessions as required.
• Collaborate with internal development teams and third-party vendors.

What You Bring

• 4–6 years of Tier 1/Desktop Support experience.
• Solid knowledge of Microsoft Active Directory and O365 Suite (Exchange, Teams, SharePoint Online).
• Strong troubleshooting abilities in desktop OS (Windows 10 & 11), hardware, and network issues.
• Experience supporting voice applications and remote users.
• Familiarity with cloud infrastructure (AWS, Azure, or Google Cloud).
• Proven ability to prioritize, multitask, and thrive under pressure.

Preferred Qualifications

• MCSA / MCSE / MCDST or similar
• A+ / N+ Certification