IT Manager

Skills

About the Role

You will oversee IT support across hardware software access network and SaaS related issues. You will manage the support team workflows service standards documentation and escalation processes. You will identify recurring issues and implement long term solutions to improve reliability. You will create maintain and enforce IT policies related to device usage software access support processes and operational standards. You will work with DevOps SecOps and other internal service teams to resolve complex technical issues. You will align support processes with internal service teams to ensure seamless service delivery and clear ownership. You will facilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting escalation and resolution quality. You will support IT projects such as system rollouts migrations infrastructure upgrades access changes and tooling improvements. You will act as a bridge between contributors and internal service teams providing feedback to improve systems processes and tools. You will manage IT vendors including procurement onboarding performance management renewals and off boarding. You will oversee IT asset procurement inventory management device lifecycle and software licence management. You will operate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation wide standards and policies. You will develop and report on key IT support metrics including service performance, user satisfaction, recurring issues and improvement initiatives. You will contribute to broader IT strategy by sharing insights from support trends, operational data and contributor feedback.

Requirements

• 5+ years of experience in IT support IT operations or IT management within remote first or distributed organisation
• Experience managing or coordinating a support team service desk or internal IT function
• Strong troubleshooting ability across operating systems end user devices productivity tools SaaS platforms and access related issues
• Good understanding of networking fundamentals including VPNs DNS IP configuration connectivity issues
• Technical proficiency across operating systems APIs SaaS solutions device management and IT administration tools
• Experience working with DevOps SecOps infrastructure or security teams
• Strong vendor management experience including procurement renewals performance management and cost optimisation
• Ability to manage multiple projects simultaneously prioritise effectively and drive work to completion
• Strong communication and stakeholder management skills with the ability to translate technical issues into clear practical guidance
• Experience with IT policies support documentation process design and operational reporting
• Budget management risk assessment and mitigation experience
• Bachelor’s degree in Information Technology Computer Science or related field preferred
• Relevant certifications such as ITIL CompTIA A+ or equivalent practical experience preferred
• English level: B2+

Responsibilities

• Lead IT support operations across hardware software access network and SaaS related issues
• Oversee the support team workflows service standards documentation and escalation processes
• Identify recurring issues and implement long term solutions to improve reliability
• Create maintain and enforce IT policies related to device usage software access support processes and operational standards
• Work with DevOps SecOps and other internal service teams to resolve complex technical issues
• Align support processes with internal service teams to ensure seamless service delivery
• Facilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting escalation and resolution quality
• Support IT projects such as system rollouts migrations infrastructure upgrades access changes and tooling improvements
• Act as a bridge between contributors and internal service teams providing feedback to improve systems processes and tools
• Manage IT vendors including procurement onboarding performance management renewals and off boarding
• Oversee IT asset procurement inventory management device lifecycle and software licence management
• Operate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation wide standards and policies
• Develop and report on key IT support metrics including service performance, user satisfaction, recurring issues and improvement initiatives
• Contribute to broader IT strategy by sharing insights from support trends, operational data and contributor feedback

Benefits

• Remote contribution
• Competitive compensation
• Flexible schedule
• Support for education including language and professional growth courses
• Equipment and co working reimbursement
• Opportunities to attend overseas conferences and ecosystem events