IT Operations Manager

What we are looking for?

Responsible for managing end-to-end IT operations and technology support for the branch, ensuring seamless business continuity, infrastructure availability, and exceptional end-user experience. The role involves overseeing IT assets, hardware and software support, vendor coordination, procurement activities, technical troubleshooting, and branch-level IT governance while collaborating with regional and global IT teams.

• Provide complete L1 and L2 technical support to end users for hardware, software, network, and application-related issues.
• Ensure timely resolution of incidents, service requests, and escalations in accordance with SLA commitments.
• Deliver high-quality end-user management and support to maintain business productivity.

• Manage installation, configuration, maintenance, and troubleshooting of laptops, desktops, printers, mobile devices, and peripheral equipment.
• Perform operating system deployment, software installation, upgrades, patching, and security compliance activities.
• Provide support for Microsoft Office, collaboration tools, VPN, remote access, and business applications.
• Ensure systems remain updated, secure, and compliant with organizational standards.

• Maintain complete lifecycle management of IT assets including procurement, allocation, tracking, auditing, and disposal.
• Manage inventory of laptops, desktops, monitors, RAM, SSDs, accessories, and other IT equipment.
• Handle asset issuance and recovery processes for new joiners, transfers, and employee exits.
• Maintain accurate asset records and documentation within asset management systems.
• Coordinate storage, packaging, and shipment of IT equipment to remote employees and branch locations.
• Coordinate procurement of IT hardware, software, and consumables based on business requirements.
• Work closely with vendors and suppliers to obtain quotations, process purchase requests, and ensure timely delivery.
• Evaluate vendor performance and maintain strong relationships for effective service delivery.
• Ensure cost optimization while meeting organizational IT standards and requirements.

• Prepare and provision IT assets, accounts, and required software for new employees.
• Coordinate laptop allocation, configuration, and delivery before employee onboarding.
• Manage asset retrieval, account deactivation, and compliance checks during employee offboarding.
• Ensure complete documentation and audit readiness for all onboarding and exit activities.
• Collaborate with local, regional, and global IT teams to implement projects and operational initiatives.
• Support infrastructure upgrades, technology rollouts, and organizational IT transformation projects.
• Share knowledge, mentor team members, and contribute to continuous process improvement.
• Act as the primary IT point of contact for branch-related technical requirements.

• Maintain IT documentation, standard operating procedures (SOPs), and technical knowledge bases.
• Ensure compliance with IT policies, security standards, and audit requirements.
• Participate in IT audits, asset verification exercises, and compliance reviews.

• End User Management
• IT Service Management (ITSM)
• Hardware & Software Troubleshooting
• Laptop & Desktop Support
• Asset Lifecycle Management
• Incident & Problem Management
• Windows Operating Systems
• Microsoft 365 Administration
• Remote Support Tools Inventory Management
• Team Collaboration & Stakeholder Management
• High End-User Satisfaction (CSAT)
• Timely Incident Resolution
• Accurate Asset Tracking & Compliance
• Seamless New Joiner and Exit Management
• Stable and Reliable IT Operations.

• Work ethic:
  You are a consummate professional.
• Aptitude:
  You have an innate capacity to transition from project to project without skipping a beat.
• Communication:
  You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact:
  You are a critical thinker with an emphasis on creativity and innovation.
• Passion:
  You have the drive to succeed paired with a continuous hunger to learn.
• Leadership:
  You are trusted, empathetic, accountable, and empower others around you.