Assistant Manager - IT Support

Procdna

6 - 9 years

7 - 11 Lacs

gurugram

Posted:3 days ago| Platform:

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Skills Required

change management networking windows troubleshooting it operations information technology sla management technical support monitoring remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

End-User IT Support & Service Delivery

- Provide advanced technical support for hardware, software, networks, and enterprise tools (O365, Azure AD, etc.).
- Oversee incident, problem, and change management processes with timely resolution of escalated issues.
- Ensure IT service delivery meets agreed SLAs and provides a positive user experience.
Team Leadership & People Management
- Manage workload distribution, shift planning, and performance reviews.
- Foster a culture of accountability, collaboration, and continuous improvement.
Infrastructure & Operations Oversight
- Manage IT assets, patching, monitoring, and system health checks.
- Coordinate with cloud/infrastructure teams to ensure smooth operations across O365, AWS, and Azure.
- Drive business continuity and disaster recovery planning for IT support functions.
Process & Policy Management
- Develop IT support policies, knowledge base articles, and SOPs.
- Track and report KPIs, providing insights for service improvement.
- Ensure compliance with IT security policies, audits (ISO 27001, HIPAA, etc.), and risk management standards.
Stakeholder & Vendor Management
- Act as the escalation point for IT support issues raised by business teams.
- Partner with vendors for procurement, support contracts, and licensing renewals.
- Work with leadership to forecast IT support budgets and resource requirements.

Skills & Competencies

Strong expertise in IT support, end-user computing, O365, Windows/Mac environments, and networking fundamentals.
Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.) for ticket and SLA management.
Excellent problem-solving, decision-making, and escalation management skills.
Strong interpersonal and communication skills to engage with stakeholders and lead a support team.

Qualifications

Bachelor s degree in Computer Science, Information Technology, or related field.
6-9 years of IT support/service desk experience, with at least 3 5 years in a leadership/managerial role.
Exposure to compliance and audit frameworks (ISO 27001, HIPAA preferred).

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