Assistant Manager

Role Overview:

This role ensures the reliable performance, security, and integration of enterprise platforms including CRM, LMS, and SIS. Then role combines expertise in system administration, cloud infrastructure, and cybersecurity with a strong focus on educational technology. Key responsibilities include managing SSO authentication (SAML, OAuth), API integrations, familiarity with AI-based workflow automation tools and compliance with data privacy standards. The administrator supports platform optimization, middleware configuration, and lifecycle management of IT systems. Proficiency in help desk tools and user support workflows

ensures timely resolution of technical issues. This role is central to enhancing both operational efficiency and digital learning experiences.

Principal Accountabilities & Responsibilities

Enterprise IT Infrastructure Management

• Oversee deployment, configuration, and maintenance of IT infrastructure (servers, networks,

cloud services).

• Evaluate software licensing options and vendor agreements to optimize cost and compliance.

• Implement and maintain IT policies and protocols that ensure high system availability,

performance, and security.

Data Management & Cybersecurity

• Design and manage data lakes for storage, integration, and analytics.

• Ensure compliance with data privacy laws (e.g., GDPR, local regulations).

• Implement cybersecurity protocols to protect institutional data and digital assets from threats.

IT Policy & Governance

• Develop and enforce IT policies on data security, software licensing, and acceptable use.

• Establish governance frameworks to align IT practices with organizational goals and industry

standards.

Technology Support & User Services

• Provide reliable technical support to faculty, staff, and students, ensuring prompt resolution of

IT-related issues.

• Administer help desk platforms (e.g., Jira, Freshdesk, Zendesk), ensuring efficient ticketing and

resolution workflows.

• Monitor help desk metrics and ensure user satisfaction through effective issue resolution.

Monitoring, Reporting & Continuous Improvement

• Track key IT performance indicators and prepare reports for leadership.

• Evaluate existing systems and recommend enhancements for performance, usability, and

scalability.

Platform Administration & EdTech Support

• Administer and optimize platforms such as Meritto, Salesforce, Canvas, Moodle, D2L, and SIS solutions.

• Manage user roles, authentication, and access control using SSO protocols (e.g., SAML, OAuth).

• Implement and manage integrations via APIs, webhooks, and middleware, focusing on standards like LTI, OneRoster, and Ed-Fi.

• Perform UI customizations and configure forms/workflows to enhance user experience.

• Familiarity with AI-based workflow automation tools (e.g., Salesforce Einstein Automate, Power Automate with AI Builder.

• Hands on experience or knowledge on Frugal AI is an added advantage.

• Support system-related issues, escalating advanced cases to relevant leads when necessary.

• Contribute to cross-functional projects and platform enhancements.

Skill and Ability Requirements

• Technical Proficiency: In-depth knowledge of CRM, LMS, SIS platforms (e.g., Salesforce, Meritto, Moodle, Canvas, D2L).

• System Integration: Experience with SSO, APIs, middleware, and standards like LTI, Ed-Fi, OneRoster.

• Cybersecurity & Compliance: Strong understanding of cybersecurity protocols and data compliance (GDPR, local laws).

• Help Desk Expertise: Proficient in using JIRA, Freshdesk, Zendesk or similar ticketing systems.

• UI/UX Customization: Basic HTML/CSS proficiency for interface tweaks and configuration-based enhancements.

• Operating Systems & Server Management: Proficiency in Windows Server and Linux/Unix environments. System provisioning, patching, updates, and backups. Shell scripting knowledge

(Bash, PowerShell).

• Network & Infrastructure: Network configuration, monitoring and troubleshooting. Experience with routers, switches, and cloud networking (AWS, Azure, GCP).

• Cloud & Virtualization: Experience with cloud platforms (AWS, Azure, Google Cloud) and virtualization tools: VMware, Hyper-V, VirtualBox.

• System Monitoring & Performance

• Data Management & Security

o Backup and disaster recovery planning.

o Knowledge of cybersecurity practices, encryption, and secure protocols.

o Understanding of data compliance frameworks (e.g., GDPR, FERPA).

• AI-Driven Automation & Workflow Intelligence: Familiarity with AI-based workflow automation tools (e.g., Salesforce Einstein Automate, Power Automate with AI Builder).

• Project Management: Familiar with Agile, ITIL, or other project management methodologies.

• Communication: Excellent written and verbal skills with a focus on clear documentation and user education.

• Problem Solving: Analytical, patient, and user-focused approach to technical troubleshooting.

Qualification & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• 10+ years of experience in systems administration, IT support, or educational technology.

• Experience in higher education or edtech environments preferred.

• Certifications (e.g., ITIL, CompTIA, Microsoft, AWS) are a plus.