IT Manager

About the role

The IT Manager will lead cross‑functional teams to deliver reliable, secure IT services while ensuring an excellent customer experience. This role combines leadership, operational excellence, and continuous improvement using AI and automation.

Key responsibilities

• Define and model high standards for communication, quality, and ownership; set clear goals and provide frequent feedback.
• Collaborate with engineering, support, and business teams to deliver solutions and manage escalations.
• Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups; manage incidents, problems, changes, and requests following ITIL practices.
• Lead major incidents from alert to root‑cause resolution and drive data‑guided improvements by tracking SLAs, satisfaction, and backlog.
• Implement AI‑driven automation for troubleshooting, documentation, and reporting while ensuring data safeguards.

Required profile

• Bachelor’s or Master’s degree in Computer Science, IT or related field.
• 8+ years of IT experience, including 4+ years leading service delivery or operations teams.
• Proven customer‑success track record with measurable results.
• ITIL 4 Foundation certification and practical application skills.

Required skills

• Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud and security operations.
• RTSP, CCTV/video monitoring, DVR/NVR network infrastructure.
• Kaseya, Cacti, Zabbix, SIEM platforms.
• Practical use of AI in IT operations.
• ITIL 4 Foundation (and optionally Managing Professional).