IT Manager _ L2 Support & IT Operations

Job Summary:

We are looking for an experienced IT Manager to manage IT operations, infrastructure, L1/L2 technical support, and service delivery. The ideal candidate should have strong expertise in IT infrastructure, network administration, system management, IT security, vendor management, and team leadership.

Key Responsibilities:

• Manage day-to-day IT operations and escalated L2 technical issues.
• Lead and manage L1/L2 helpdesk and support teams.
• Ensure SLA adherence, incident management, problem management, and service delivery.
• Manage IT infrastructure, including servers, networks, firewalls, VPN, and Wi-Fi.
• Administer Microsoft 365, Google Workspace, Active Directory, and Azure AD.
• Oversee endpoint management, backups, disaster recovery, and system uptime.
• Implement IT security policies, access controls, patch management, and compliance standards.
• Manage IT vendors, AMC contracts, procurement, licensing, and renewals.
• Maintain IT asset inventory, budgets, and infrastructure documentation.
• Prepare MIS reports, SLA reports, and IT performance dashboards.
• Develop SOPs and drive continuous improvement in IT support operations.

Required Skills:

• IT Operations Management
• IT Infrastructure Management
• L1/L2 Technical Support
• IT Service Management (ITSM)
• Microsoft 365 / Office 365
• Active Directory / Azure AD
• Network Administration
• Firewall, VPN, LAN/WAN
• Windows / Linux Administration
• AWS / Azure / Cloud Infrastructure
• ITIL Framework
• Incident & Problem Management
• IT Asset & Vendor Management
• Cybersecurity & IT Compliance
• Team Management & Stakeholder Management

Desired Candidate Profile:

• 10+ years of experience in IT operations, infrastructure, or technical support.
• Minimum 12 years of team-leading or managerial experience.
• Hands-on experience managing L1/L2 support teams and IT infrastructure.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
• Strong understanding of networking, cloud platforms, IT security, and ITIL processes.
• Excellent communication, vendor management, and problem-solving skills.

Preferred Certifications: