IT Manager

About the role

We are looking for an experienced IT Manager to lead our IT operations, ensure service excellence, and keep business‑critical systems stable. The ideal candidate combines strong technical expertise with leadership and a customer‑focused mindset.

Key responsibilities

• Manage day‑to‑day IT operations and guarantee high availability of services.
• Lead incident and problem management, delivering timely resolutions.
• Conduct Root Cause Analysis for recurring issues and implement preventive actions.
• Monitor and enforce Service Level Agreements to meet agreed targets.
• Administer, support, and optimise CRM platforms (e.g., Salesforce, Microsoft Dynamics, Zoho).
• Provide on‑site technical support for hardware, software, network, and end‑user problems.
• Coordinate with internal teams and external vendors for issue resolution.
• Monitor system performance and drive continuous improvement.
• Develop and maintain IT policies, procedures, and documentation.
• Manage IT assets, licences, and infrastructure.
• Prepare operational, incident, SLA, and dashboard reports.
• Lead, mentor, and support the IT support team.
• Ensure compliance with security standards and IT best practices.

Required profile

• Bachelor's degree in IT, Computer Science or related field.
• 4‑6 years of experience in IT Operations or Infrastructure, including leadership or supervisory duties.
• ITIL Foundation certification preferred; Microsoft, Cisco or similar certifications a plus.
• Strong analytical, troubleshooting and decision‑making abilities.
• Excellent communication and stakeholder‑management skills.

Required skills

• IT Operations Management
• Incident Management
• Problem Management
• Root Cause Analysis
• Salesforce, Microsoft Dynamics, Zoho CRM
• SLA monitoring
• ITIL framework
• Windows Server
• Active Directory
• Microsoft 365
• Networking
• System administration
• Microsoft certifications
• Cisco certifications