Overview The IT Manager is responsible for the day to day operation, reliability, and security of the organization's IT services, infrastructure, and end user technology. The role owns the IT service management framework, the Microsoft 365 and Windows estate, and the corporate network, and is accountable for service levels, change and asset governance, vendor performance, budget, and the continuous improvement of IT operations across all sites.
Key Responsibilities Own the ITSM framework end to end, covering incident, request, problem, change, and asset management, and drive measurable improvement in SLA attainment and first contact resolution. Administer and govern the service desk platform (Manage Engine Service Desk Plus), including catalogues, workflows, approval routing, automation, and management reporting. Manage the Microsoft 365 tenant across Exchange Online, Share Point, Teams, Entra ID, and Intune, covering identity, licensing, device compliance, and data protection. Design, operate, and secure the corporate network, including LAN and WLAN, routing and switching, firewalls, VPN, and site to site connectivity across offices. Lead capacity, availability, and lifecycle planning for servers, endpoints, network hardware, and software licences. Define and enforce IT policies, standards, and operating procedures aligned to ISO 27001 controls and the organization's ISMS. Manage the IT budget, vendor contracts, renewals, and supplier performance against agreed service levels. Lead, coach, and develop the IT support and infrastructure team, setting objectives and owning escalation management. Run backup, disaster recovery, and business continuity testing for core systems, and verify recoverability against agreed RPO and RTO targets. Deliver IT projects such as migrations, rollouts, and new office setups on scope, schedule, and budget.
Required Skills Technical Skills Strong command of ITSM practice (ITIL) with hands on administration of a service desk platform such as Manage Engine Service Desk Plus. Deep expertise in Microsoft 365 administration, including Exchange Online, Share Point, Teams, Entra ID, Intune, and Defender. Windows Server, Active Directory, Group Policy, and hybrid identity management. Enterprise networking, including TCP/IP, VLANs, routing, switching, wireless, firewalls, and VPN. Endpoint management, patching, and software deployment at scale. Backup, replication, and disaster recovery tooling. Working knowledge of cloud infrastructure (Azure or AWS) and server virtualization. IT asset, configuration, and licence management, including CMDB discipline.
Soft Skills Ability to lead a distributed support team and hold vendors accountable to agreed service levels. Clear communication with business stakeholders, translating technical constraints into operational and commercial impact.
Qualifications Bachelor's degree in Information Technology, Computer Science, or equivalent experience.6 to 10 years in IT operations, including 3+ years managing an IT team or service desk function. Relevant certifications:ITIL 4 Foundation or Managing Professional Microsoft 365 Certified: Enterprise Administrator Expert (MS-102) Microsoft Certified: Azure Administrator Associate (AZ-104) Cisco CCNA or equivalent networking certification