About The Role

At our company, we hold an uncompromising stance against mediocrity, committing ourselves to work that delivers audacious impact and is fueled by a pioneering spirit of continuous progress and innovation. This ambition is supported by leadership grounded in courage and clarity—ensuring alignment, accountability, and purpose in everything we do. Integrity shapes how we hire, recognize, and develop talent, with a focus on potential, ambition, and long term growth. Together, we operate with collective strength, prioritizing meaningful results over unnecessary rituals and navigating challenges with unity and resolve. Above all, we remain steadfast and resilient, never losing sight of our commitments and continuously pushing forward through complexity with determination and purpose to create a better life for all.

We are seeking an experienced IT Support Manager to lead our IT Support function and drive operational excellence across end-user computing, workplace technology, endpoint management, IT asset lifecycle, software licensing, vendor management, and digital workplace services. The role requires a strong technical leader with excellent people management skills who can continuously improve IT services while ensuring high levels of user satisfaction, security, and business continuity.

Lead and manage the IT Support team, providing technical leadership, coaching, mentoring, performance management, and capability development.
Own the end-to-end IT Service Desk operations, ensuring SLA achievement, high customer satisfaction, and effective incident and request management.
Lead hardware troubleshooting and lifecycle management for laptops, desktops, peripherals, printers, mobile devices, and workplace technology.
Manage Microsoft ecosystem services including Microsoft 365, Windows, Microsoft Intune, Active Directory, Entra ID, Teams, Exchange Online, and endpoint management solutions.
Manage Video Conferencing (VC) infrastructure including Microsoft Teams Rooms, Poly devices, meeting room technologies, and executive boardroom support.
Lead vendor management, including vendor performance, AMC management, warranty services, SLA monitoring, procurement coordination, and contract governance.
Manage software licensing, software asset management, and compliance across enterprise applications.
Oversee IT asset lifecycle including procurement, inventory, deployment, refresh, reconciliation, disposal, and write-off.
Manage IT operational budget, PR/PO processes, invoice validation, GRN, procurement planning, and cost optimization initiatives.
Drive service improvement, automation, self-service initiatives, AI-enabled IT Support (Fixie), Company Software Portal, and knowledge management.
Ensure compliance with IT governance, cybersecurity policies, audit requirements, endpoint security, and regulatory standards.
Collaborate with Infrastructure, Network, Security, HR, Finance, Procurement, and business stakeholders to deliver reliable and secure IT services.

Academic Qualification

Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or a related discipline.

Job Experience Required

Minimum 5+ years of experience in Enterprise IT Support / End User Computing.
Minimum 3+ years of experience leading IT Support or Service Desk teams.
Experience managing enterprise-scale IT operations in a corporate environment.

Required Capabilities

Strong experience with the Microsoft ecosystem, including Microsoft 365, Windows 10/11, Microsoft Intune, Entra ID (Azure AD), Active Directory, Exchange Online, Teams, and Endpoint Manager.
Strong hands-on experience in hardware troubleshooting for laptops, desktops, docking stations, printers, peripherals, and workplace devices.
Experience managing Video Conferencing solutions such as Microsoft Teams Rooms, Poly, Logitech, Zoom Rooms, or Cisco Webex.
Strong vendor management experience, including SLA management, contract administration, warranty coordination, and service performance reviews.
Experience in IT asset management, software licensing, endpoint management, IT procurement, and operational budget management.
Working knowledge of ITIL processes, IT security, endpoint compliance, and IT governance.
Proven people leadership with experience managing and developing technical teams.
Strong stakeholder management and communication skills.
Customer-first mindset with a focus on service excellence.
Strong analytical and problem-solving capabilities.
Ability to manage multiple priorities and lead continuous improvement initiatives.
Experience driving automation and digital workplace transformation is highly desirable.