IT Manager

The Role

• Oversee the daily health, performance, and availability of IT infrastructure, systems, and endpoints.
• Manage IT operations including hardware and software provisioning, asset inventory, and configuration compliance.
• Ensure timely patching, updates, and adherence to internal IT policies and security standards.
• Lead the IT service desk function, including ticket management, triage, escalation, and resolution.
• Monitor service levels, analyze support trends, and implement improvements to enhance efficiency and user experience.
• Develop and maintain user-facing documentation and technical knowledge base content.
• Provide technical guidance and mentorship to junior staff or external support vendors.
• Coordinate with IT vendors for onboarding, support, contract renewals, and performance tracking.
• Maintain vendor documentation, manage license inventories, and ensure SLA compliance.
• Support IT projects such as system upgrades, application rollouts, and automation initiatives.
• Assist with cybersecurity efforts including access management, endpoint protection, vulnerability remediation, and user awareness programs.
• Participate in audits, policy reviews, and compliance-related activities.
• Perform other ad-hoc tasks and responsibilities as assigned by the IT Director.

Your Profile:

• Bachelor's degree in Computer Science, IT, or a related field.
• 8-10 years of hands-on experience in IT support, systems administration, or operations.
• Experience managing service desks and troubleshooting across Windows/macOS environments.
• Familiarity with Microsoft 365 (Exchange, SharePoint, OneDrive) and ITSM platforms.
• Strong grasp of networking, endpoint security, and device management.
• Exposure to ITIL practices and cybersecurity frameworks is advantageous.
• Excellent communication and stakeholder engagement skills.