Job description

We are seeking an experienced IT Manager to oversee IT operations, ensure service excellence, and maintain the stability of business-critical systems.
The ideal candidate will have strong expertise in IT operations, incident management, Root Cause Analysis (RCA), CRM systems, SLA management, and on-site technical support.
This role requires excellent problem-solving skills, leadership abilities, and a customer-focused mindset to ensure seamless IT service delivery.
Key Responsibilities Manage day-to-day IT operations and ensure high availability of IT services.
Lead incident management activities, ensuring timely resolution of critical issues.
Conduct Root Cause Analysis (RCA) for recurring incidents and implement preventive actions.
Monitor and maintain Service Level Agreements (SLAs), ensuring compliance with agreed service targets.
Administer, support, and optimize CRM systems to meet business requirements.
Provide and oversee on-site technical support for hardware, software, network, and end-user issues.
Coordinate with internal teams and external vendors for issue resolution and service delivery.
Monitor system performance and implement continuous improvements to enhance operational efficiency.
Develop and maintain IT policies, procedures, and documentation.
Manage IT assets, licenses, and infrastructure.
Prepare operational reports, incident summaries, SLA performance reports, and management dashboards.
Lead, mentor, and support IT support teams to ensure high-quality service delivery.
Ensure compliance with organizational security standards and IT best practices.
Required Skills Strong knowledge of IT Operations Management.
Hands-on experience in Incident Management and Problem Management.
Expertise in conducting Root Cause Analysis (RCA).
Experience working with CRM platforms (e.
g., Salesforce, Microsoft Dynamics, Zoho CRM, or similar).
Strong understanding of SLA monitoring and service delivery metrics.
Experience providing on-site IT support in enterprise environments.
Knowledge of ITIL framework and IT Service Management (ITSM) best practices.
Familiarity with Windows Server, Active Directory, Microsoft 365, networking, and system administration.
Excellent analytical, troubleshooting, and decision-making skills.
Strong communication and stakeholder management abilities.
Ability to prioritize multiple tasks in a fast-paced environment.
Bachelor's degree in Information Technology, Computer Science, or a related field.
4–6 years of experience in IT Operations or IT Infrastructure, with experience in a leadership or supervisory role.
ITIL Foundation certification is preferred.
Microsoft, Cisco, or other relevant technical certifications are a plus.