IT MANAGER SUPPORT & OPS

Job Purpose:
The jobholder is responsible for overseeing IT operations, ensuring the smooth delivery of IT services, and providing technical support to end-users. This role involves managing a team of support staff, maintaining IT infrastructure, implementing best practices for incident management, problem resolution, and service improvement, and ensuring high levels of customer satisfaction through efficient IT service delivery.

Key Results Area:
1.Ensure consistent delivery of IT services in line with defined SLAs by promptly resolving incidents and problems, conducting root cause

analysis, and implementing preventive measures to maintain high service reliability, minimize disruptions, and enhance customer satisfaction.

2.Oversee prompt resolution of IT incidents, minimize downtime, and conduct root cause analysis for critical issues, supported by clear escalation protocols and knowledge documentation.

3.Deliver effective user support through efficient helpdesk operations, proactive training programs, and initiatives to improve end-user proficiency, satisfaction, and self-sufficiency.

4.Manage, mentor, and develop the IT support team, fostering skill enhancement, accountability, and a culture of performance excellence.

5.Oversee administration of the Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive, etc.), acting as Global/Domain Admin to ensure secure and reliable collaboration services.

6.Manage AMC/service contracts and coordinate with external vendors, service providers, and technology partners to ensure timely support, escalations, and optimal value delivery.

7.Ensure adherence to IT security policies, standards, and audit requirements, implementing corrective actions and awareness programs to strengthen compliance and risk management.

8.Generate regular reports on service performance, support metrics, incident trends, and user feedback, providing actionable insights to management for continuous improvement.

Knowledge, Skills & Minimum Experience:
Education Qualification:
a) Bachelor*s degree in engineering / technology or equivalent qualification in Computer Science.

b) Master*s Degree in IT Management, Business Administration (MBA) or equivalent is preferred

c) ITIL 4 Managing Professional or ITIL 4 Strategic Leader (Advanced)

Work Experience:
a)Minimum of 7 years in IT support, service management, or IT operations.

b)3+ years in a leadership role, managing IT support teams or service desks.

c)Proven experience with IT Service Management (ITSM) and implementing ITIL best practices.

d)Experience managing multi-vendor environments and vendor relationships.

e)Proficiency in IT Service Management tools (e.g., ServiceNow, ManageEngine, Jira Service Management)

f)Knowledge of remote support tools, monitoring tools, and ticketing systems.

g)Understanding of cybersecurity principles and data privacy regulations.

h)Expertise in ITIL framework and managing end-to-end IT service lifecycle (Incident, Problem, Change, and Request Management).

i)Proficient in managing Windows, Linux, and macOS environments.

Skills:
a)Should have excellent communication skills.

b)Strong interpersonal and problem-solving skills.

c)Ability to work effectively in a diverse environment