IT Manager
$31,200–$31,200 year
On-siteBengaluru, Karnataka, India
Job Summary
Lead a team of IT support technicians by assigning tasks, setting goals, and conducting performance evaluations to ensure efficient operations. Oversee incident and request management, logging issues, prioritizing tickets, and escalating matters to guarantee timely resolution and customer satisfaction. Act as a subject matter expert to troubleshoot complex technical problems, improve service desk workflows, and develop new procedures based on KPI monitoring. Train new members, foster collaboration with cross-functional teams, and maintain positive relationships with internal customers while driving strategic initiatives for executive support.
Required Qualifications
- Minimum 3 years of experience in IT support or service desk roles
- Experience in a leadership role
- Strong technical knowledge and proficiency in IT systems, hardware, software, and networking
- Proficiency in operating systems (such as Windows, macOS) and common software applications
- Understanding of networking concepts, protocols, and troubleshooting
- Knowledge of IT infrastructure components, including servers, storage, and virtualization technologies
- Familiarity with IT service management (ITSM) tools, incident management systems, and ticketing systems
- Experience with remote support tools and techniques
- Knowledge of IT security principles and best practices
- Demonstrate strong leadership and management capabilities
- Excellent communication and interpersonal skills
- Ability to motivate and inspire the team, encourage collaboration, and foster a positive work environment
- Strong problem-solving and decision-making skills
- Proven ability to prioritize tasks, manage workload, and meet deadlines
- Experience in performance management, coaching, and providing feedback to team members
- Experience in developing a Service Desk strategy and building process maturity coupled with driving the execution of the strategy
- Familiarity with IT Infrastructure Library (ITIL) framework and its key processes, such as incident management, problem management, change management, and service level management
- Knowledge of ITIL best practices
- A strong customer service mindset
- Ability to understand and address customer needs, handle challenging situations, and ensure high levels of customer satisfaction
- Bachelor's degree in Computer Science, Information Technology, or related degree
- This role has been categorized as an Office position
- Employees must live within a reasonable commuting distance of the office
Desired Qualifications
- Experience in a leadership role is highly desirable
- Familiarity with IT Infrastructure Library (ITIL) framework and its key processes, such as incident management, problem management, change management, and service level management, is highly desirable
- Knowledge of ITIL best practices can help streamline service desk operations and align them with industry standards
- Bachelor's degree in Computer Science, Information Technology, or related degree is preferred
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