IT Support- Manager

Position Title: Manager IT Support

Department

Role Overview

The Manager – IT Support will lead the organization’s end-user support services and IT operations. This role requires a highly experienced professional capable of managing a multi-member IT Support team, ensuring smooth delivery of IT services, handling escalations, coordinating shifts, and maintaining service excellence.

The position is both managerial and hands-on—requiring the individual to resolve critical technical issues, oversee vendors, manage software licenses, and ensure infrastructure stability across all user-facing systems.

Key Responsibilities

IT Support Operations Management

• Oversee day-to-day IT support operations and ensure high-quality service delivery.
• Monitor and manage support tickets, incidents, and service requests through the ITSM tool.
• Ensure timely resolution of all user issues with adherence to SLAs.
• Review ticket trends, conduct root-cause analysis, and implement preventive measures.
• Manage escalations and act as the final point of contact for unresolved issues.

Team Leadership & People Management

• Lead, mentor, and guide the IT Support team to achieve operational excellence.
• Plan and manage staff schedules, shifts, on-call roster, and leave calendar.
• Conduct regular team meetings, performance reviews, and skill enhancement sessions.
• Promote a customer-first culture and ensure consistent communication within the team.

Hands-On Technical Support

• Step in to resolve critical issues when the team is overloaded or requires support.
• Troubleshoot and manage:
• Windows OS and Servers
• User systems, printers, VPN, networking basics
• Active Directory (AD) – user provisioning, group policies, password resets
• Google Workspace – user creation, groups, access control, email policies
• Maintain IT asset health and ensure proper configuration standards.

Vendor, License & AMC Management

• Act as the primary point of contact for IT vendors, service partners, and OEMs.
• Coordinate issue escalations, follow up on pending support cases, and ensure timely resolution.
• Renew and manage all software licenses, subscriptions, AMCs, and service contracts.
• Maintain a monthly tracker of renewals, warranty expiries, and forecasted costs.
• Review vendor performance and support SLAs periodically.

IT Governance, Compliance & Documentation

• Maintain accurate documentation, SOPs, runbooks, and knowledge base articles.
• Ensure compliance with company policies, IT security norms, and audit requirements.
• Support IT audits by providing logs, user access reports, and system compliance data.
• Strengthen support processes through continuous improvement initiatives.

Asset & Inventory Management

• Oversee end-user asset lifecycle—procurement, issuance, upgrade, replacement, and retirement.
• Maintain up-to-date inventory of laptops, desktops, licenses, and accessories.
• Coordinate with procurement and finance for budgeting, purchase orders, and vendor payments.

Required Technical Skills

• Strong hands-on expertise in Windows Administration (Windows 10/11, Windows Server).
• Proficient in Active Directory: user management, GPO, OU structure, access policies.
• Experience with Google Workspace administration.
• Good understanding of network basics: DHCP, DNS, VPN, firewalls, Wi-Fi.
• Ability to manage software licenses and IT assets.
• Familiarity with ITSM tools like Jira, Freshservice, Zendesk, ManageEngine, etc.

Preferred Technical Skills (Good to Have)

• Basic knowledge of Linux administration.
• Experience with AWS Cloud (EC2, IAM basics, VPC basics).
• Knowledge of patch management, monitoring tools, and backup systems.
• Exposure to cybersecurity practices such as MFA, identity management, endpoint security.

Soft Skills & Behavioural Competencies

• Strong leadership and team-building skills.
• Excellent verbal and written communication.
• Ability to handle pressure and manage escalations.
• Strong analytical, troubleshooting, and decision-making abilities.
• Customer-first attitude with a focus on user experience.
• Highly organized, process-driven, and detail-oriented.

Qualifications

• Bachelor’s degree in computer science, IT, or related field.
• Certifications preferred:
• Microsoft (MCSA/MCSE)
• Google Workspace Administrator
• ITIL Foundation
• AWS Cloud Practitioner