It Support Manager

Key Responsibilities

1. IT Operations Management
   • Own end-to-end IT operations across desktops, servers, network infrastructure, and core enterprise applications.
   • Ensure high availability, security, and service quality for all IT services.
   • Drive operational excellence by implementing scalable IT support processes.
2. Infrastructure & User Management
   • Administer Active Directory and Microsoft 365 environments, including user provisioning, access management, licensing, and email security.
   • Oversee network infrastructure including LAN/WAN, switches, routers, Wi-Fi, firewalls, and ISP connectivity.
   • Manage backup and disaster recovery processes, ensuring business continuity through regular testing and compliance with RPO/RTO objectives.
3. IT Service Management
   • Lead IT support operations aligned with ITIL best practices covering Incident, Problem, Change, and Request Management.
   • Utilize ITSM, monitoring, and automation tools to improve service delivery and operational efficiency.
   • Ensure timely resolution of incidents while maintaining high service standards.
4. Vendor & Asset Management
   • Manage IT vendors and service providers, monitor SLAs, and resolve escalations.
   • Oversee IT asset lifecycle management including procurement, allocation, tracking, and retirement of hardware and software assets.
5. Team Leadership & Stakeholder Management
   • Build, mentor, and lead the IT Support team while establishing clear ownership, escalation paths, and performance standards.
   • Collaborate with business stakeholders to prioritize IT initiatives and provide regular operational updates to leadership.
   • Drive continuous improvement through automation and adoption of modern IT support technologies, including AI-enabled tools.