Job Summary
The IT Manager is responsible for leading and managing the Company's day-to-day IT operations, infrastructure, systems support, vendor management, IT budgeting, and technology governance. This role serves as the primary IT lead for the business, ensuring that end-user computing, business applications, telephony services, network connectivity, security controls, and supporting platforms remain reliable, secure, and aligned with operational and strategic business needs.
As a hands-on individual contributor, the IT Manager is expected to manage business-as-usual support, coordinate vendors and projects, maintain IT governance and compliance practices, manage IT budget planning and tracking, and drive digital transformation initiatives. The role is also expected to identify and recommend practical AI-enabled solutions that improve operational efficiency, reporting, automation, service quality, and long-term business scalability.
Key Responsibilities
1. IT Operations & End-User Support
- Provide day-to-day IT support for end users, including troubleshooting hardware, software, network, system access, and user-related issues.
- Perform laptop and desktop provisioning, setup, deployment, maintenance, replacement, and recovery.
- Manage user onboarding and offboarding, including device preparation, account setup, access provisioning, recovery of company assets, and completion of required IT access and control procedures.
- Maintain end-user readiness across devices, headsets, telephony tools, and business systems to support daily operations.
2. Infrastructure, Network & Platform Support
- Monitor, maintain, and support IT infrastructure including Windows endpoints, network connectivity, Wi-Fi, firewall, VPN, antivirus, NAS/file archive, and other related systems.
- Support Microsoft 365, Entra ID, Zoom Phone, CRM, contact centre systems, ticketing systems, and other SaaS/business platforms used by the Company.
- Perform routine system checks, endpoint administration, patching coordination, and basic security monitoring to maintain system stability and compliance.
- Coordinate troubleshooting and restoration efforts for service disruptions, including implementation of temporary workarounds for critical incidents where required.
3. IT Roadmap, Budgeting & Business Alignment
- Prepare, monitor, and manage the IT budget, including forecasting, cost tracking, procurement planning, subscriptions, renewals, and project-related spending.
- Identify opportunities to improve IT operations, system reliability, support responsiveness, security posture, and user experience.
4. Digital Transformation & AI Transformation
- Drive digital transformation initiatives by identifying, recommending, and implementing technologies that improve business processes, productivity, visibility, and service delivery.
- Evaluate practical AI-enabled tools and solutions that may enhance operational efficiency, reporting, automation, service quality, and user experience.
- Work with stakeholders and vendors to ensure digital and AI initiatives are practical, secure, cost-conscious, and deliver measurable business value.
5. Systems Integration & Cross-Platform Coordination
- Oversee system integration points across business applications, telephony, identity platforms, and operational systems to ensure reliable data flow and process continuity.
- Coordinate with vendors and stakeholders on interface changes, system dependencies, and implementation impacts.
6. Vendor Management, Procurement & Service Delivery
- Manage external IT vendors and service providers to ensure services are delivered in accordance with agreed scope, standards, timelines, and service levels.
- Obtain quotations, evaluate options, and coordinate procurement of IT hardware, software, licenses, subscriptions, and related services in accordance with Company policies.
- Follow up on SLAs, issue escalations, incident resolution, and service quality to ensure minimal disruption to business operations.
- Maintain proper records for vendor contracts, IT inventories, service agreements, warranties, renewals, and procurement documentation.
- Maintain and enhance IT governance practices, including system documentation, access governance, asset controls, change records, and audit readiness.
- Assist in ISO 27001-related documentation, control tracking, audit preparation, remediation follow-up, and compliance support activities.
- Ensure incidents, changes, exceptions, and operational risks are properly documented and followed through.
Requirements
- Diploma or Degree in Information Technology, Computer Science, Computer Engineering, or a related field.
- At least 3 to 4 years of relevant hands-on experience in IT operations, infrastructure support, systems administration, and end-user management.
- Proven experience supporting:
- Microsoft 365 and Entra ID
- Windows endpoints
- firewall / VPN environments
- telephony platforms such as Zoom Phone or similar
- CRM, ticketing systems, and business SaaS platforms
- antivirus / endpoint protection tools
- NAS or file storage systems
- Experience in vendor management, procurement coordination, quotation sourcing, renewal tracking, SLA follow-up, and service escalation.
- Experience in IT budget preparation, cost tracking, and expenditure planning.
- Experience managing IT assets, software licenses, operational documentation, and user access administration.
- Good understanding of IT governance, access controls, endpoint compliance, patching practices, security monitoring, and audit support.
- Familiarity with ISO 27001 or related IT / information security standards is an advantage.
- Able to manage business-as-usual support, project coordination, and critical incidents independently in a fast-paced environment.
- Ability to work effectively with end users, vendors, department heads, and senior management with limited supervision.
