IT Manager

About the Role

As IT Manager, you will be a hands-on technical leader within Trufla's IT & Security function, reporting directly to the Country Manager and collaborating across our Cairo and Canada teams. You will own the day-to-day operations of Trufla's IT environment — ensuring infrastructure reliability, endpoint health, and security hygiene across the organization.

You will play a key role in executing on the company's IT and security roadmap, collaborating with leadership on SOC 2 compliance initiatives, and leading a team of IT professionals to deliver consistent, high-quality service across the business.

Responsibilities

Team & Operations Management

Manage and mentor IT team members, coordinating workload, priorities, and professional development

Oversee the day-to-day operations of IT support, ensuring timely resolution of incidents, requests, and escalations

Maintain and improve ticketing processes, SLAs, and reporting on IT operations health

Coordinate move, add, and change (MAC) requests submitted by line managers

Liaise with third-party vendors, ISPs, and software/hardware suppliers as needed

Participate in and help manage the on-call rotation for after-hours and weekend critical support

Infrastructure & Endpoint Management

Oversee the installation, configuration, testing, maintenance, and monitoring of end-user workstations, hardware, software, and telephony equipment

Manage device lifecycle — procurement, imaging, deployment, tracking, and retirement — using tools such as Snipe-IT and Microsoft Intune

Administer and maintain Microsoft 365 services including Exchange Online, SharePoint, Teams, and OneDrive

Manage identity and access in Microsoft Entra ID (Azure AD), including user provisioning, group policies, and conditional access

Maintain and improve endpoint security configurations, patch management, and compliance posture

Support and maintain VPN infrastructure and remote access solutions (e.g. OpenVPN)

Accurately document hardware and software assets, configurations, and incidents

Security & Compliance Support

Collaborate with the Country Manager on executing Trufla's security strategy and SOC 2 compliance program

Assist in implementing and maintaining security controls aligned with SOC 2, ISO 27001, and NIST frameworks

Monitor and review security-related events, assess risk and validity, and escalate appropriately

Assist in conducting capability assessments and developing remediation strategies

Enforce endpoint security standards, access control policies, and data handling procedures

Participate in security awareness training delivery across the organization

Support penetration testing activities and follow-up remediation efforts

Process & Documentation

Develop and maintain IT procedures, runbooks, and knowledge base documentation

Assist in preparing and upholding procedures for logging, reporting, and statistically monitoring IT operations

Contribute to the continuous improvement of IT processes and tooling

Qualifications

College diploma or university degree in Computer Science, Information Technology, or a related field

5+ years of experience in an IT or Network/Security role

2+ years of experience leading or supervising an IT team

Hands-on experience with Microsoft 365 administration (Entra ID, Intune, Exchange, SharePoint, Teams)

Familiarity with SOC 2 compliance concepts and IT security control frameworks (ISO 27001, NIST, CIS Controls)

Sound technical knowledge of PC hardware, networking, mobile devices, and related technologies

Experience with endpoint management and device lifecycle tools (e.g. Intune, Snipe-IT)

Working knowledge of VPN solutions, firewall management, and network infrastructure

Experience conducting or supporting penetration testing activities

Able to read and understand technical manuals, procedural documentation, and OEM guides

Personal Attributes

Strong leadership and organizational skills with the ability to manage competing priorities

Clear written and oral communication skills in English

Customer-service oriented with strong interpersonal and relationship-building skills

Ability to translate technical issues into clear, actionable language for non-technical stakeholders

Flexible and adaptable with a proven problem-solving mindset

High degree of professionalism, integrity, and accountability

Self-motivated with the ability to execute effectively in a fast-paced environment

Detail-oriented and process-driven with a continuous improvement mindset