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 andstrategic 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 andtracking, 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-termbusiness 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.
- Conduct IT onboarding and offboarding briefings for staff to ensure proper understanding of system access, acceptable use, security requirements, and internal IT procedures.
- Provide security briefings and user guidance to promote good cybersecurity awareness, proper system usage, and compliance with Company IT and information security practices.
- Design, prepare, and deliver in-house IT-related training, user guides, and briefings on topics such as proper use of ChatGPT and AI tools, business applications, IT procedures, and system usage best practices.
- Handle account administration tasks such as password resets, access changes, user profile maintenance, and permission administration.
- Ensure timely response and resolution of user issues for both office-based and remote users.
- 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.
- Ensure business systems, user platforms, telephony services, and supporting infrastructure remain aligned, secure, and scalable to support operational requirements.
- Coordinate troubleshooting and restoration efforts for service disruptions, including implementation of temporary workarounds for critical incidents where required.
3. IT Roadmap, Budgeting & Business Alignment
- Develop and execute the Company's IT operational roadmap and recommend technology initiatives to support business growth, resilience, and scalability.
- Prepare, monitor, and manage the IT budget, including forecasting, cost tracking, procurement planning, subscriptions, renewals, and project-related spending.
- Evaluate IT investment priorities and recommend cost-effective solutions that balance operational needs, service reliability, security, and business value.
- Identify opportunities to improve IT operations, system reliability, support responsiveness, security posture, and user experience.
- Ensure IT priorities remain aligned with business requirements, operational demands, and management expectations.
- Provide recommendations to management on technology direction, operational improvements, and future IT needs.
4. Digital Transformation & AI Transformation
- Drive digital transformation initiatives by identifying, recommending, and implementing technologies that improve business processes, productivity, visibility, and service delivery.
- Support the review, optimisation and modernisation of existing systems, workflows, and operational tools to improve efficiency and scalability.
- Identify opportunities to automate manual processes, reduce operational inefficiencies, and improve reporting and data accessibility across departments.
- Evaluate practical AI-enabled tools and solutions that may enhance operational efficiency, reporting, automation, service quality, and user experience.
- Recommend and support the adoption of suitable AI transformation initiatives in alignment with business needs, governance requirements, and operational readiness.
- 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.
- Support business reporting needs by ensuring system availability, data access reliability, and coordination across relevant business platforms.
- Work with internal stakeholders and external providers to ensure new implementations, upgrades, and changes are planned, tested, documented, and deployed with minimal operational disruption.
- Monitor cross-platform dependencies and escalate risks, compatibility concerns, or service impacts where necessary.
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.
- Track support cases, vendor deliverables, implementation timelines, warranty periods, maintenance schedules, and renewal deadlines.
- Follow up on SLAs, issue escalations, incident resolution, and service quality to ensure minimal disruption to business operations.
- Maintain proper records for vendor contracts, service agreements, warranties,renewals, and procurement documentation.
7. Asset, License & Documentation Management
- Maintain accurate inventory records for IT assets, software licenses, warranties, subscriptions, and related documentation.
- Oversee inventory tagging, asset issuance, asset returns, disposal records, and lifecycle tracking.
- Monitor software licensing and subscription usage to ensure compliance, cost control, and timely renewal.
- Prepare, maintain, and update IT documentation including procedures, support guides, system records, configuration notes, and operational references.
- Maintain appropriate controls over user access, shared data repositories, and system records in line with Company policies.
8. IT Governance, Security & Audit Readiness
- Maintain and enhance IT governance practices, including system documentation, access governance, asset controls, change records, and audit readiness.
- Support management in strengthening IT controls, process standardisation, and compliance with internal policies and external requirements.
- Enforce IT and information security procedures in day-to-day operations.
- Maintain access controls, endpoint compliance, patching coordination, and security hygiene across devices, systems, and user accounts.
- 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.
9. Stakeholder Management & Primary IT Leadership
- Serve as the primary IT point of contact for business stakeholders and management on operational technology matters.
- Work closely with department heads and external partners to align IT solutions with business requirements and operational priorities.
- Lead or facilitate discussions with stakeholders and vendors on system changes, issue resolution, and implementation planning.
- Provide clear updates, recommendations, and escalation points to management on major incidents, risks, vendor performance, budget considerations, and key IT matters.
- Act as the internal lead for IT coordination across operational, support, governance, and project-related activities.
10. Business Continuity & Operational Support
- Provide support for critical operational incidents, including after-hours support when required for urgent outages affecting business-critical services.
- Implement immediate workaround measures where possible to minimise downtime for critical services such as telephony, connectivity, and contact centre operations.
- Support occasional weekend work for planned maintenance, annual power shutdown activities, infrastructure changes, and essential service recovery tasks.
- Ensure timely escalation and follow-up actions are taken to restore services and reduce operational impact.
Requirements
- Diploma or Degree in Information Technology, Computer Science, Computer Engineering, or a related field.
- At least 4 to 6 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
- Proven 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.
- Exposure to digital transformation initiatives, process improvement, system optimisation, or technology modernisation projects.
- Awareness of AI tools, automation technologies, or data-driven productivity solutions in a business environment is an advantage.
- Able to manage business-as-usual support, project coordination, and critical incidents independently in a fast-paced environment.
- Strong written and verbal communication skills, with the ability to work effectively with end users, vendors, department heads, and senior management.
- Strong sense of ownership, accountability, and follow-through.
Preferred Experience
- Experience in a call centre, BPO, customer operations, or service-driven business environment.
- Experience supporting telephony uptime, contact centre users, headsets, and operational floor readiness.
- Experience as the sole IT lead or in a lean IT environment where independent ownership is required.
- Exposure to IT policy, compliance documentation, audit preparation, operational governance controls, and business technology transformation initiatives.
Preferred Attributes
- Patient and service-oriented when supporting users.
- Calm under pressure and able to respond to urgent operational issues effectively.
- Organised, proactive, and detail-oriented.
- Strong documentation discipline and administrative control.
- Able to work independently with minimal supervision.
- Practical, hands-on, and able to balance operations, vendors, governance, budgeting, and projects.
