IT Manager

About the role

The IT Manager is responsible for the day‑to‑day operation, reliability and security of the organisation's IT services, infrastructure and end‑user technology. This role owns the IT service management framework, the Microsoft 365 and Windows estate, and the corporate network, ensuring service levels, change and asset governance, vendor performance and continuous improvement across all sites.

Key responsibilities

• Own the end‑to‑end ITSM framework (incident, request, problem, change, asset) and drive SLA improvement and first‑contact resolution.
• Administer the ManageEngine ServiceDesk Plus platform, including catalogs, workflows, automation and reporting.
• Manage the Microsoft 365 tenant (Exchange Online, SharePoint, Teams, Entra ID, Intune, Defender) covering identity, licensing, device compliance and data protection.
• Design, operate and secure the corporate LAN/WLAN, routing, switching, firewalls, VPN and site‑to‑site connectivity.
• Lead capacity, availability and lifecycle planning for servers, endpoints, network hardware and software licences.
• Define and enforce IT policies and procedures aligned with ISO 27001 and the organisation’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 handling escalations.
• Run backup, disaster‑recovery and business‑continuity testing, verifying recoverability against RPO/RTO targets.
• Deliver IT projects such as migrations, roll‑outs and new office setups on scope, schedule and budget.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or equivalent experience.
• 6–10 years of IT operations experience, including at least 3 years managing an IT team or service desk.
• Proven ability to lead a distributed support team and hold vendors accountable to service levels.
• Clear communication skills to translate technical constraints into business impact.

Required skills

• ITSM practice (ITIL) and hands‑on administration of ManageEngine ServiceDesk Plus.
• Microsoft 365 administration – Exchange Online, SharePoint, Teams, Entra ID, Intune, Defender.
• Windows Server, Active Directory, Group Policy and hybrid identity management.
• Enterprise networking – TCP/IP, VLANs, routing, switching, wireless, firewalls, VPN.
• Endpoint management, patching and software deployment at scale.
• Backup, replication and disaster‑recovery tooling.
• Cloud infrastructure (Azure or AWS) and server virtualization.
• IT asset, configuration and licence management, including CMDB discipline.