Assistant Manager - IT Support

As an Assistant Manager- IT Support at ProcDNA, you will play a crucial role in managing end-user support, overseeing IT operations, and ensuring the high availability of systems and services. Your technical expertise combined with leadership capability will be instrumental in driving process improvements, managing a team of support engineers, and collaborating with business stakeholders. Your responsibilities will include providing advanced technical support for hardware, software, networks, and enterprise tools such as O365 and Azure AD. You will oversee incident, problem, and change management processes to ensure timely resolution of escalated issues. It will be your responsibility to ensure that IT service delivery meets agreed SLAs and provides a positive user experience. In addition to end-user support, you will also be leading a team of support engineers by managing workload distribution, shift planning, and conducting performance reviews. Creating a culture of accountability, collaboration, and continuous improvement will be essential in fostering a productive work environment. You will be overseeing infrastructure and operations by managing IT assets, patching, monitoring, and conducting system health checks. Collaboration with cloud and infrastructure teams to ensure smooth operations across platforms like O365, AWS, and Azure will be part of your role. Developing business continuity and disaster recovery plans for IT support functions will also fall under your purview. Furthermore, you will be responsible for developing IT support policies, knowledge base articles, and SOPs. Tracking and reporting KPIs to provide insights for service improvement will be crucial. Ensuring compliance with IT security policies, audits (ISO 27001, HIPAA, etc.), and risk management standards will also be part of your responsibilities. As the escalation point for IT support issues raised by business teams, you will be required to partner with vendors for procurement, support contracts, and licensing renewals. Collaborating with leadership to forecast IT support budgets and resource requirements will be essential in this role. To excel in this position, you should possess strong expertise in IT support, end-user computing, O365, Windows/Mac environments, and networking fundamentals. Experience with ITSM tools like ServiceNow, Jira, or Remedy for ticket and SLA management is preferred. Your problem-solving, decision-making, and escalation management skills will be crucial, along with strong interpersonal and communication skills to engage with stakeholders and lead a support team. Ideally, you should hold a Bachelor's degree in Computer Science, Information Technology, or a related field. With 6-9 years of IT support/service desk experience, including at least 3-5 years in a leadership/managerial role, you will be well-equipped to handle the responsibilities of this position. Exposure to compliance and audit frameworks such as ISO 27001 and HIPAA will be advantageous for this role.,