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.

Requirements

• 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.