IT Manager

Position Overview

The IT Manager oversees the daily functioning, dependability, and security of the company's IT services, infrastructure, and end-user technologies. This position is responsible for the IT service management framework, management of Microsoft 365 and Windows environments, as well as the corporate network. The role includes ownership of service levels, change management, asset governance, vendor performance, budgeting, and continuous enhancements of IT operations at all company locations.

Core Duties

• Complete ownership of the ITSM framework including incident, request, problem, change, and asset management with a focus on improving SLA compliance and first-contact resolution rates.
• Administration and governance of the service desk platform (ManageEngine ServiceDesk Plus), including configuration of catalogues, workflows, approval processes, automation, and reporting.
• Management of the Microsoft 365 environment across Exchange Online, SharePoint, Teams, Entra ID, and Intune, ensuring governance of identity, licensing, device compliance, and data security.
• Design, operation, and security oversight of the corporate network infrastructure, including LAN, WLAN, routing, switching, firewalls, VPNs, and inter-office connectivity.
• Planning for capacity, availability, and lifecycle management of servers, endpoints, network hardware, and software licenses.
• Development and enforcement of IT policies, standards, and procedures aligned with ISO 27001 controls and the organization's Information Security Management System (ISMS).
• Management of IT budgeting, vendor contracts, renewals, and supplier performance monitoring according to agreed service levels.
• Leadership, coaching, and performance management of the IT support and infrastructure teams, including escalation oversight.
• Execution of backup, disaster recovery, and business continuity testing to ensure compliance with Recovery Point Objective (RPO) and Recovery Time Objective (RTO) targets.
• Delivery of IT projects such as migrations, rollouts, and office setups ensuring projects are completed within scope, on time, and within budget.

Required Expertise

• Proficient in ITSM practices (ITIL) with hands-on experience administering a service desk platform such as ManageEngine ServiceDesk Plus.
• In-depth knowledge of Microsoft 365 administration, specifically Exchange Online, SharePoint, Teams, Entra ID, Intune, and Microsoft Defender.
• Experience with Windows Server, Active Directory, Group Policy, and hybrid identity management.
• Strong understanding of enterprise networking concepts including TCP/IP, VLANs, routing, switching, wireless technologies, firewalls, and VPNs.
• Expertise in endpoint management, patching, and deploying software solutions at scale.
• Familiarity with backup, replication, and disaster recovery tools and methodologies.
• Working knowledge of cloud environments such as Microsoft Azure or AWS and server virtualization technologies.
• Competence in IT asset, configuration, and license management including maintaining a Configuration Management Database (CMDB).

Leadership and Communication

• Capability to manage a geographically distributed IT support team and enforce service level agreements with vendors.
• Effective communication skills to liaise with business stakeholders, translating technical limitations into operational and business impacts.

Educational and Professional Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Between 6 to 10 years of experience in IT operations including at least 3 years in managing IT teams or service desk functions.
• Relevant certifications such as ITIL 4 Foundation or Managing Professional, Microsoft 365 Certified: Enterprise Administrator Expert (MS-102), Microsoft Certified: Azure Administrator Associate (AZ-104), and Cisco CCNA or equivalent networking certification.