The IT Manager (Managed IT Services) is responsible for ensuring the smooth delivery and continuous improvement of IT support and infrastructure services for Interdev’s clients. The role oversees the technical team, manages service performance, and ensures that client systems operate securely, efficiently, and in compliance with defined standards and SLAs.
This position requires strong technical expertise, leadership, and operational discipline to maintain service excellence and client satisfaction across all active accounts.
1. Service Delivery & Operations
- Lead and manage day-to-day operations of IT services, including network, server, cloud, and end-user environments.
- Monitor ticketing systems, track SLA performance, and ensure timely resolution of incidents and requests.
- Oversee proactive maintenance, patch management, backup, and system health checks.
- Implement ITIL-aligned processes for incident, problem, and change management.
- Coordinate with related service units such as AMC and Security for integrated client support.
2. Client Management
- Serve as the technical escalation and account lead for assigned clients.
- Conduct periodic service reviews and present performance insights to clients.
- Work closely with internal teams to address client needs and deliver continuous improvements.
- Support business teams in solution planning, renewals, and technical presentations.
3. Team Management
- Supervise and guide Support Engineers and Technicians across remote and onsite operations.
- Assign workloads, track performance, and ensure effective resource utilization.
- Foster skill development, accountability, and collaboration within the team.
- Enforce best practices in documentation, communication, and customer handling.
4. Technical Leadership
- Oversee design, configuration, and support of IT infrastructure solutions (servers, virtualization, networks, M365, cloud, and backup).
- Drive adoption of modern management and monitoring tools to improve efficiency.
- Lead troubleshooting, escalation handling, and root cause analysis for critical issues.
- Ensure all client systems comply with security, backup, and operational policies.
5. Reporting & Governance
- Maintain accurate asset, system, and service documentation.
- Generate regular performance reports for management review.
- Align operations with company’s compliance and quality standards (ISO, SIRA).
Education & Certification
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Preferred certifications: Microsoft, ITIL, CCNA, VMware, or equivalent.
Experience
- 6–10 years of experience in IT Infrastructure or Service Operations, with at least 3 years in a leadership role.
- Proven experience managing client environments and IT support teams in a service-provider setup.
Technical Competencies
- Strong knowledge of Windows Server, Active Directory, M365, virtualization, networking, and security systems.
- Familiar with RMM, ticketing, and ITSM platforms.
- Understanding of cloud infrastructure (Azure, AWS) and cybersecurity fundamentals.
Behavioral Competencies
- Excellent leadership and team management skills.
- Strong communication and analytical abilities.
- Client-focused approach with a proactive mindset.
- Ability to manage multiple priorities and deliver under pressure.
