IT Manager

1) Job PurposeThe IT Manager is responsible for planning, managing, and optimizing the company’s information technology infrastructure and IT services. This role ensures reliable systems availability, secure operations, effective support to internal teams, and continuous improvement of IT processes. The IT Manager will lead day-to-day IT operations, coordinate with vendors, and ensure alignment with business needs and the technology strategy set by the Head of Technology.2) Key ResponsibilitiesA. IT Operations & Infrastructure ManagementOversee the maintenance and performance of core IT infrastructure (servers, networks, endpoints, internet connectivity, Wi-Fi, telecom where applicable).Manage system uptime, capacity planning, and performance monitoring.Ensure IT environment is secure, scalable, and aligned with organizational needs.Coordinate upgrades, patching, and lifecycle management for hardware/software.B. End-User Support & Service DeliveryManage the IT helpdesk/support function (ticketing, troubleshooting, incident resolution).Ensure timely resolution of IT issues and adherence to service-level targets.Improve user experience through documentation, training, and self-service knowledge bases.Ensure proper onboarding/offboarding for employees and contractors (accounts, access, equipment, permissions).C. Security, Compliance & Risk ManagementImplement and maintain security controls including access management, MFA, endpoint protection, patch compliance, and backup policies.Ensure security best practices are followed across systems and users (least privilege, role-based access).Coordinate with technology leadership to maintain compliance with relevant policies and standards.Conduct or coordinate periodic security reviews, vulnerability scanning, and remediation tracking.Maintain audit readiness by ensuring logs, policies, and evidence are stored properly.D. Identity & Access Management (IAM)Manage identity lifecycle processes: provisioning, deprovisioning, and role changes.Ensure user permissions and access rights are aligned with job responsibilities.Oversee password policies, MFA enforcement, and account recovery processes.E. Systems, Applications & Integrations (as applicable)Support internal applications and tools (ERP/CRM/WMS/e-commerce tools, internal portals, etc.) within the IT scope.Coordinate with business owners and the Head of Technology for integration requirements and enhancements.Manage APIs/integration connectivity where applicable (e.g., SSO, data sync, third-party tools).F. Network & Communication ManagementManage LAN/WAN/Wi-Fi setup and reliability.Oversee IP addressing, DNS, DHCP, VPN access, and firewall policies.Coordinate with internet service providers and network vendors to handle outages and SLA issues.G. Backup, Disaster Recovery & Business ContinuityEnsure backups are performed successfully and regularly tested.Maintain disaster recovery plans and participate in DR drills (at least annually or per policy).Track RPO/RTO targets with leadership and ensure operational readiness.H. Vendor Management & ProcurementManage relationships with IT vendors and service providers (hardware, software, managed services).Evaluate vendor performance, negotiate renewals, and ensure SLA compliance.Support procurement planning with the Head of Technology and Finance (where relevant).Maintain asset inventory and contract documentation.I. IT Documentation & Process ImprovementMaintain documentation for systems, networks, access procedures, and operational runbooks.Improve IT processes using ticketing workflows, change management, and root-cause analysis.Build standardized onboarding documentation and SOPs for key IT operations.Support internal audits by ensuring processes are measurable and traceable.J. Budgeting & PlanningAssist with annual IT budget planning: software, hardware, subscriptions, and services.Track and report IT spend, forecast needs, and recommend cost-optimization opportunities.Ensure IT expenditures align with business priorities and technology roadmap.K. Team Leadership (if applicable)Lead/mentor junior IT staff and/or contractors.Assign tasks, set priorities, manage workloads, and maintain training plans.Ensure escalation practices are followed for critical incidents. 1) Required QualificationsBachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).Proven experience in IT management or systems/network administration (typically 7+ years total, including at least 2 years in a leadership or managerial capacity).Strong knowledge of IT infrastructure and operations in a business environment.Hands-on experience with network and endpoint troubleshooting.Demonstrated experience with IT service management (ticketing tools, incident/change/problem management).Strong understanding of cybersecurity fundamentals: IAM, endpoint security, backups, patching, logging/monitoring.2) Preferred Qualifications (Nice to Have)Certifications such as:ITIL (or ITSM exposure)Security+ / CISSP (or equivalent)Microsoft/Azure certifications (e.g., AZ-104) or AWS/GCP basicsNetwork certifications (e.g., CCNA/CCNP) if relevant to your environmentExperience supporting ERP/CRM/WMS/e-commerce platforms and integrations.Experience with cloud infrastructure (Azure/AWS/GCP) and cloud security basics.Experience setting up DR/BCP strategies.Experience with SSO/MFA and enterprise identity systems.3) Technical Competencies (Expected Skill Areas)Windows and/or Linux administrationNetworking fundamentals (DNS, DHCP, routing, firewall concepts, VPN)Endpoint management and security (EDR/AV, patch management)Backup systems and restore testingTicketing tools / ITSM systems (e.g., Jira Service Management, ServiceNow, Zendesk, etc.)Monitoring/observability basics (system logs, alerting)Documentation and runbook creationChange management discipline4) Soft Skills & Leadership CompetenciesStrong problem-solving and structured troubleshootingClear communication with non-technical stakeholdersAbility to prioritize incidents and manage escalationsOwnership mindset and accountability for service reliabilityProcess-driven approach and continuous improvement mindsetVendor negotiation and stakeholder management5) Scope & Work ContextCollaborates closely with:Head of Technology (technology direction, roadmap alignment)Operations/HR/Finance (service needs, access, payroll/finance systems support)Vendors and service providersWorks with company policies related to:IT securityData privacy and handlingAsset managementAccess control and compliance6) Reporting & EscalationReports progress, key metrics, incidents, and risks to the Head of Technology.Provides immediate escalation for critical service outages, security incidents, or major vendor failures. 1) Required QualificationsBachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).Proven experience in IT management or systems/network administration (typically 7+ years total, including at least 2 years in a leadership or managerial capacity).Strong knowledge of IT infrastructure and operations in a business environment.Hands-on experience with network and endpoint troubleshooting.Demonstrated experience with IT service management (ticketing tools, incident/change/problem management).Strong understanding of cybersecurity fundamentals: IAM, endpoint security, backups, patching, logging/monitoring.2) Preferred Qualifications (Nice to Have)Certifications such as:ITIL (or ITSM exposure)Security+ / CISSP (or equivalent)Microsoft/Azure certifications (e.g., AZ-104) or AWS/GCP basicsNetwork certifications (e.g., CCNA/CCNP) if relevant to your environmentExperience supporting ERP/CRM/WMS/e-commerce platforms and integrations.Experience with cloud infrastructure (Azure/AWS/GCP) and cloud security basics.Experience setting up DR/BCP strategies.Experience with SSO/MFA and enterprise identity systems.3) Technical Competencies (Expected Skill Areas)Windows and/or Linux administrationNetworking fundamentals (DNS, DHCP, routing, firewall concepts, VPN)Endpoint management and security (EDR/AV, patch management)Backup systems and restore testingTicketing tools / ITSM systems (e.g., Jira Service Management, ServiceNow, Zendesk, etc.)Monitoring/observability basics (system logs, alerting)Documentation and runbook creationChange management discipline4) Soft Skills & Leadership CompetenciesStrong problem-solving and structured troubleshootingClear communication with non-technical stakeholdersAbility to prioritize incidents and manage escalationsOwnership mindset and accountability for service reliabilityProcess-driven approach and continuous improvement mindsetVendor negotiation and stakeholder management5) Scope & Work ContextCollaborates closely with:Head of Technology (technology direction, roadmap alignment)Operations/HR/Finance (service needs, access, payroll/finance systems support)Vendors and service providersWorks with company policies related to:IT securityData privacy and handlingAsset managementAccess control and compliance6) Reporting & EscalationReports progress, key metrics, incidents, and risks to the Head of Technology.Provides immediate escalation for critical service outages, security incidents, or major vendor failures.