Assistant Manager – Information Technology

Purpose/Objective

The Assistant Manager – Governing the performance of external support partners for IT End User Support & Services will be responsible for managing and enhancing the IT support experience for end users, ensuring timely resolution of incidents and service requests, overseeing IT asset lifecycle management. The ideal candidate will also have working knowledge of networking and experience with ITSM tools like ServiceNow. This role requires strong technical acumen, stakeholder management, and a proactive approach to service delivery and continuous improvement.

Key Responsibilities of Role

Key Responsibilities: - Manage and govern the performance of outsourced end user support partner. - Conduct weekly service review meetings to evaluate SLA adherence, ticket trends, and improvement plans. - Drive accountability and continuous service improvement with the partner. - Assist in procurement of IT hardware and software in coordination with vendors and procurement teams. - Maintain records of software licenses and ensure compliance. - Support renewal and upgrade processes for software assets. - Maintain accurate inventory of IT assets including hardware and software. - Ensure compliance with asset lifecycle processes – procurement, deployment, maintenance, and disposal. - Support audits and reporting related to IT assets. - Oversee day-to-day IT support operations for end users including desktops, laptops, mobile devices, and peripherals. - Ensure timely resolution of incidents and service requests through ITSM tools. - Provide hands-on technical support when required and escalate complex issues appropriately. - Provide basic troubleshooting for network connectivity issues. - Assist in coordination with network teams for escalated issues.

Technical Competencies

IT Service Management (ITSM) & SLA Governance, IT Asset & Software Lifecycle Management,Technical Troubleshooting & End-User Support,Vendor & Stakeholder Coordination

Qualifications and Experience

Qualifications & Skills: - Bachelor’s degree in IT, Computer Science, or related field. - 5–8 years of experience in IT support, governance and partner management. - Experience in vendor management and SLA governance. - Excellent communication, problem-solving, and stakeholder management skills.