Manager (Opportunity with GCC)

Position Title: Manager IT Services Job Overview: We are seeking an experienced Manager to oversee IT End User Services, Network Operations Center (L1 and L2), System Administration (L1 and L2), and the Service Desk teams. The role involves managing IT support operations to ensure high availability, security, and performance of IT services. The ideal candidate will have strong leadership skills, technical understanding of Networks and Systems, and the ability to deliver exceptional customer service. Key Responsibilities : 1. Leadership & Team Management: Lead, mentor, and manage IT support teams. Drive resolution of issues/incidents within SLAs. Conduct performance reviews and support professional growth. Foster a collaborative and customer-centric culture. Oversee staffing requirements and recruit right candidates. Ensure effective communication with business owners and IT groups. 2. Network Administration: Monitor and manage Network incidents for multiple Datacenters and branches. Handle network outages and escalations. Optimize NOC processes and tools. Maintain documentation of network configurations and policies. Generate reports on network performance and incident resolutions. Manage relationships with Telco vendors. 3. System Administration: Oversee management and maintenance of IT systems and infrastructure. Ensure security, reliability, and performance of systems. Conduct routine maintenance, upgrades, and troubleshooting. Collaborate with IT Engineering team for technological improvements. 4. Service Desk & End User Support: Oversee IT service desk operations ensuring requests and incidents are handled efficiently. Optimize service desk workflows and enhance user experience. Establish KPIs for service desk performance. Ensure high-quality end-user support for hardware, software, networking, and access issues. Develop IT support policies and procedures for end-user services. 5. Strategic Planning: Develop strategies for IT support services focusing on continuous improvement and cost optimization. Assess current IT infrastructure and support processes for automation and modernization opportunities. 6. Reporting & Continuous Improvement: Define and track KPIs for IT service delivery. Provide regular reporting to senior management on team performance and incident trends. Drive initiatives for improving efficiency, user satisfaction, and IT service quality. Stay updated on industry trends and emerging technologies. Qualifications: Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field. Master’s degree or relevant certifications (e.g., ITIL, PMP) is a plus. Experience: 15+ years in IT support, system administration, or service desk roles with 5-8 years in managerial capacity. Proven experience in managing IT teams, System and Network administration, Service desk, and End-user support. Experience in IT infrastructure management, including On-prem DataCenter, Networks, Servers, and Cloud services. Experience managing IT Global Command Center, Network Operation Center, and Service desk operations. Technical Skills: Proficiency in managing DataCenter Infrastructure, Compute, Storage, Hyperconvergence Environment, LAN, WAN, and Cloud environments (AWS, Azure, OCI, GCP). Experience with IT service management tools (e.g., ServiceNow, Jira). Strong understanding of ITIL processes and best practices. Knowledge of endpoint management, security tools, backup and disaster recovery, and system monitoring. Automation knowledge and experience is an added advantage. Soft Skills: Exceptional leadership and team management skills. Strong communication skills. Analytical and problem-solving mindset. Strong organizational skills with the ability to manage multiple priorities and projects.