IT MANAGER

Location: Head Office

Reports to: Director

Job Summary:

The Manager – IT is responsible for managing IT operations, infrastructure, and support services across the organization. This role involves ensuring seamless IT service delivery, hardware and software management, cybersecurity compliance, and support for business applications critical to the elevator industry, such as ERP, CRM, and field service tools.

Key Responsibilities:

1. IT Infrastructure & Systems Management:

• Maintain and monitor IT infrastructure including servers, networks, storage, and backup systems.
• Oversee installation, configuration, and troubleshooting of hardware and software.
• Manage asset inventory including laptops, desktops, mobile devices, and other IT equipment.

2. Application & Software Support:

• Provide support and maintenance for business-critical applications such as ERP, project management tools, and service ticketing platforms.
• Coordinate with software vendors for upgrades, licensing, and customization needs.
• Ensure uptime and availability of enterprise applications used by engineering, installation, and maintenance teams.

3. Cybersecurity & Compliance:

• Implement and monitor IT security protocols including antivirus, firewalls, and access controls.
• Ensure data protection practices in accordance with company policies and legal requirements.
• Conduct periodic audits and risk assessments.

4. End-User Support & Helpdesk Management:

• Provide Level 1 and Level 2 technical support to users across departments including maintenance, installation, R&D, and sales teams.
• Lead a small helpdesk team and ensure timely resolution of IT tickets and issues.
• Train employees on IT tools, cybersecurity practices, and system usage.

5. IT Projects & Process Improvements:

• Support IT Manager in executing IT projects such as system upgrades, migrations, and infrastructure expansion.
• Identify and recommend improvements in IT workflows, automation opportunities, and cost optimizations.
• Maintain IT documentation including SOPs, user guides, and compliance records.

6. Coordination & Vendor Management:

• Liaise with third-party vendors for IT services, AMC contracts, procurement, and support.
• Track service levels and ensure timely delivery of services/products.

Key Performance Indicators(KPIs) :

• System Performance & Reliability
• Service Request resolution time
• Data Security
• Budget adherence

Key Skills & Competencies:

• Technical troubleshooting and analytical thinking
• Project management and multitasking
• Strong communication and user support
• Knowledge of ITIL practices is desirable
• Ability to work with cross-functional teams (engineering, maintenance, sales)

Qualifications & Experience:

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• 12 + years of experience in IT roles, preferably in manufacturing, construction, or elevator industry.
• Strong knowledge of networking, Windows/Linux servers, cybersecurity, and cloud systems.
• Familiarity with mobile-based field service applications is a plus.