It Support Manager

Role & responsibilities

• Own end-to-end IT operations for the GCC, ensuring uptime, security, and service quality across desktops, servers, network, and core applications including Active Directory, Microsoft 365.
• Administer and govern Active Directory and Microsoft 365 user lifecycle, access provisioning, license allocation, and email/data security while coordinating with functional teams on support issues.
• Maintain fundamental oversight of network infrastructure - switches, routers, Wi-Fi, internet/ISP links and connectivity across GCC locations and act as the escalation point for connectivity and infrastructure issues.
• Design and enforce backup and disaster recovery practices, including backup scheduling, restore testing, and recovery time/point objectives, to protect business-critical data.
• Manage IT vendors and service providers negotiating SLAs, tracking performance, and resolving escalations to ensure the GCC gets reliable, cost-effective external support.
• Maintain a single source of truth for IT asset and inventory management, covering procurement, allocation, tracking, and retirement of hardware and software across business units.
• Run IT support operations on ITIL-aligned principles - incident, problem, change, and request management using ITSM and monitoring tools, and continuously improve processes as ticket volume and complexity grow.
• Act as the primary stakeholder interface for IT support across business teams, translating business needs into IT priorities and keeping leadership informed through exception-based reporting.
• Build, mentor, and manage the GCC's IT support team, setting clear ownership, escalation paths, and performance standards as the team scales.