IT Manager

Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users' queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team's productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions.

-Duties & Responsibilities

1. Team Leadership & Performance

· Lead and manage the internal IT Support team, evaluate individual and team performance, and ensure timely, high-quality service to end users.

· Set clear service standards, monitor user queries, and ensure prompt resolution of issues.

· Identify areas for improvement and evaluate daily, weekly, and monthly productivity.

· Provide regular feedback to relevant internal teams (e.g., Security) to enhance cross-departmental problem-solving and collaboration.

2. Technical Support & Infrastructure Management

· Provide exceptional first-level technical support to employees, including executive staff.

· Assist in planning, building, and maintaining the company's IT infrastructure to support business efficiency and scalability.

· Oversee day-to-day IT operations, including equipment provisioning, user access management, and endpoint maintenance.

· Ensure effective software licensing management and compliance.

3. System Administration

· Manage and maintain the company's ERP system.

· Oversee the Warehouse Management Systems (Synq and Hijump) to ensure optimal performance and reliability.

4. User Support & Training

· Provide end-user guidance on standard office applications and IT best practices.

· Support onboarding and offboarding of employees on corporate systems.

· Create and maintain IT documentation and user manuals.

Organize quarterly IT refresher training sessions to keep staff updated on relevant IT procedures and practices

-Work Experience & Education Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 5–8 years of IT experience, including at least 3 years in a managerial or supervisory role.
• Proven track record in managing IT operations, infrastructure, and technical support teams.
• Experience in handling ERP and Warehouse Management Systems (e.g., Synq, Hijump) will be an added advantage.
• Strong understanding of network systems, servers, endpoints, and cloud environments.
• Proficient in Microsoft 365 administration, user access management, and IT security best practices.
• Knowledge of software licensing, data backup solutions, and IT asset management.
• Familiarity with ITIL framework or other service management methodologies is an advantage.
• Strong leadership, communication, and people management skills.
• Ability to plan, prioritize, and manage multiple projects simultaneously.
• Excellent analytical and problem-solving abilities with a hands-on approach.
• Demonstrated ability to collaborate effectively with cross-functional departments.
• High level of integrity, accountability, and confidentiality in handling company information.