It Support Manager

Job role - IT support Manager

Location: Noida

Role Overview

We are seeking an experienced hands-on IT Support Manager to lead our IT support function across multiple locations in India (primary) and US (secondary). The role involves managing day-to-day IT operations, ensuring high system uptime, overseeing a distributed support team, and delivering exceptional internal user experience.

Key Responsibilities

• Lead and manage the IT support team of 2-4 in Noida and Hyderabad.
• Hands-on day-to-day IT operations, including helpdesk management, incident resolution, and service requests.
• Ensure timely installation, configuration, and maintenance of IT hardware, software, and networks.
• Implement and monitor IT policies, processes, and compliance standards ISO, SOC2 etc.
• Manage vendor relationships for IT infrastructure and services.
• Track, report, and improve KPIs such as ticket resolution time and user satisfaction.
• Plan and execute IT upgrades, migrations, and security initiatives.
• Coordinate with cross-functional teams to support project delivery and business continuity.
• Train, mentor, and evaluate IT support staff.

Requirements

Qualifications & Skills

• Excellent leadership, communication, presentation (reporting) and problem-solving skills.
• Bachelors degree in Computer Science, IT, or a related field (Masters preferred).
• 1014 years of experience in IT support, with at least 3 years in a managerial role.
• Hands-on experience managing and securing network infrastructure, servers, and endpoints.
• Deep understanding of TCP/IP, DNS, NAT, and the OSI Model.
• Experience in Identity Access Management (IAM), Multi-Factor Authentication (MFA), and Single Sign-On (SSO) platforms and services.
• Familiarity with Security Operations Center (SOC) processes and ISO/IEC 27000 series security frameworks.
• Advanced expertise on Microsoft 365 including licensing, provisioning, security, etc.
• Proficiency in IT service management tools (e.g., Jira, ServiceNow).
• Understanding of cloud environments (AWS, Azure, or GCP) is a plus.

One or more certifications:

• MCE (Microsoft Certified Solutions Expert)
• MCP (Microsoft Certified Professional)
• HDI-Support Technician Certifications
• CompTIA A+/Network+, Cisco and Microsoft certifications.
• ITIL Foundation

Work Location:

• Primary: Noida
• Occasional travel to Hyderabad may be required, once or twice a year

If you are a good fit you may send your cv on [email protected]