IT ManagerWe are seeking an experienced IT Manager to lead IT operations, service delivery, and governance across the organization. This role is responsible for establishing, executing, and continuously improving IT processes to ensure services are delivered in a consistent, measurable, and secure manner.This is a player-coach role, combining hands-on technical expertise with team leadership. The ideal candidate thrives in both strategic and operational environments and is passionate about building scalable processes, improving service quality, and driving accountability across IT functions.Key ResponsibilitiesIT Operations & End-User SupportOversee and actively participate in Tier 1–3 supportOwn and optimize Incident Management and Service Request Management processesManage IT ticket queues with clear prioritization, SLAs, and escalation pathsImprove key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)Ensure consistent use and maintenance of the IT knowledge baseITIL Process Ownership & Service ManagementAct as process owner or lead contributor for: Incident ManagementProblem Management (root cause & trend analysis)Change Enablement (Change Management)Service Level Management (SLAs/OLAs)Ensure proper incident categorization, prioritization, and closure qualityLead Problem Management reviews to eliminate recurring issuesDefine, track, and report on IT service metrics and KPIsIdentify trends and proactively reduce incident volumeDrive Continual Service Improvement (CSI) initiativesTeam Leadership (Player-Coach Model)Lead, mentor, and develop IT support staffTrain team members on ITIL best practices and service delivery standardsPromote structured ticket handling, documentation, and escalation disciplineFoster a customer-first, process-driven cultureService Catalog, Asset & Vendor ManagementDevelop and maintain a Service Catalog with defined SLAsManage IT asset lifecycle and CMDB (Configuration Management Database)Ensure vendor services align with internal SLAs and OLAsRequired Qualifications7–10+ years of IT experience with strong hands-on technical background2–5 years of leadership or supervisory experienceProven experience working within or implementing ITIL-based environmentsStrong technical expertise in: Microsoft 365, Entra ID, Windows Server, Active DirectoryAWS cloud servicesEndpoint management (Intune, GPO, patching)ITSM tools (ServiceNow, Freshservice, Jira Service Management, etc.)Networking (VPNs, firewalls, routing, Wi-Fi)Backup and disaster recoveryExperience with automation/scripting (PowerShell)Experience managing SLAs, ticket queues, and escalationsPreferred QualificationsITIL Foundation certification (v4 preferred); advanced certifications a plusExperience in regulated environments (e.g., healthcare)Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)EducationBachelor's degree in Information Technology, Computer Science, Management Information Systems, or related field