IT Manager

Role Overview

IT Service Management

• Own incident, request, problem, change, and asset management within the ITSM framework.
• Administer ManageEngine ServiceDesk Plus, including catalogs, workflows, approvals, automation, and reporting.
• Drive measurable improvement in SLA attainment and first contact resolution.

Infrastructure and Technology

• Manage Microsoft 365 across Exchange Online, SharePoint, Teams, Entra ID, Intune, and Defender.
• Design, operate, and secure LAN, WLAN, routing, switching, firewalls, VPN, and site-to-site connectivity.
• Plan capacity, availability, and lifecycle management for servers, endpoints, network hardware, and software licenses.
• Manage endpoint patching, software deployment, backup, replication, and disaster recovery tooling.

Governance and Operations

• Define and enforce IT policies and procedures aligned with ISO 27001 controls and the organization's ISMS.
• Manage the IT budget, vendor contracts, renewals, and supplier performance.
• Run business continuity testing and verify recovery against agreed RPO and RTO targets.
• Deliver migrations, rollouts, and new office setup projects on scope, schedule, and budget.

Team Leadership

• Lead, coach, and develop the IT support and infrastructure team.
• Set team objectives and own escalation management.
• Communicate technical constraints to business stakeholders in operational and commercial terms.

Requirements

• Bachelor's degree in information technology, computer science, or equivalent experience.
• 6 to 10 years of IT operations experience, including 3 or more years managing an IT team or service desk function.
• Strong ITSM and ITIL knowledge with hands-on service desk platform administration.
• Deep Microsoft 365 administration expertise.
• Experience with Windows Server, Active Directory, Group Policy, and hybrid identity management.
• Experience with enterprise networking, endpoint management, patching, and software deployment.
• Experience with backup, replication, disaster recovery, cloud infrastructure, and server virtualization.
• Experience with IT asset, configuration, license management, and CMDB practices.
• ITIL 4 Foundation or Managing Professional certification.
• Microsoft 365 Enterprise Administrator Expert, Azure Administrator Associate, and Cisco CCNA or equivalent certification.