Oversee the end-to-end performance and security of critical IT systems including Google Workspace, Salesforce, NetSuite, identity services, and network infrastructure. Lead IT support operations with a focus on secure, responsive service delivery and continuous process improvement.
Operations & Service Management
- Manage ITIL-aligned incident, problem, and change processes, integrating security controls into deployment workflows
- Monitor system logs and security alerts across SaaS and cloud platforms to detect and respond to anomalies
- Define and track SLAs and security KPIs such as mean time to resolution, detection rates, failed login trends, and access patterns
- Ensure robust documentation, standard operating procedures, and configuration baselines across all IT functions
Security & Compliance
- Implement and enforce cybersecurity protocols including identity and access management, multi-factor authentication, privileged access controls, and endpoint protection
- Conduct regular access reviews, audit trails, and configuration audits to maintain strict identity governance
- Support internal and external audits aligned with GDPR, POPIA, ISO 27001, SOC2, and NIST standards
- Lead vulnerability management, patch compliance, and remediation cycles across all endpoints
- Deliver security awareness training and manage phishing simulation programs to reduce user risk exposure
Team & Vendor Leadership
- Supervise and develop the IT support team, fostering a culture of accountability, responsiveness, and security-first thinking
- Manage relationships with technical vendors, ensuring compliance with access controls, encryption standards, and incident reporting timelines
- Review vendor performance, SLAs, and cybersecurity posture as part of ongoing contract and procurement processes
Infrastructure & Resilience
- Own secure provisioning and deprovisioning workflows for users and devices, enforcing zero-day access revocation
- Manage identity lifecycle processes including joiner-mover-leaver procedures and role-based access policies
- Contribute to disaster recovery planning, lead failover testing, and ensure business continuity readiness
- Maintain accurate system diagrams, data flow maps, asset inventories, and security policy documentation
Organizational Responsibility
Champion secure-by-design principles across technology initiatives and support governance forums, risk assessments, and compliance certification efforts. Uphold a zero-tolerance safeguarding policy to protect students and vulnerable individuals, ensuring all systems and practices align with ethical and safety standards.
