IT Support Manager

Key Responsibilities Own end-to-end IT operations for the GCC, ensuring uptime, security, and service quality across desktops, servers, network, and core applications including Active Directory, Microsoft 365. Administer and govern Active Directory and Microsoft 365 user lifecycle, access provisioning, license allocation, and email/data security while coordinating with functional teams on support issues. Maintain fundamental oversight of network infrastructure - switches, routers, Wi-Fi, internet/ISP links and connectivity across GCC locations and act as the escalation point for connectivity and infrastructure issues.

Design and enforce backup and disaster recovery practices, including backup scheduling, restore testing, and recovery time/point objectives, to protect business-critical data. Manage IT vendors and service providers negotiating SLAs, tracking performance, and resolving escalations to ensure the GCC gets reliable, cost-effective external support. Maintain a single source of truth for IT asset and inventory management, covering procurement, allocation, tracking, and retirement of hardware and software across business units.

Run IT support operations on ITIL-aligned principles - incident, problem, change, and request management using ITSM and monitoring tools, and continuously improve processes as ticket volume and complexity grow. Act as the primary stakeholder interface for IT support across business teams, translating business needs into IT priorities and keeping leadership informed through exception-based reporting. Build, mentor, and manage the GCC's IT support team, setting clear ownership, escalation paths, and performance standards as the team scales.

Key Skills at a Glance Technical Skills Operational & Leadership Skills Active Directory administration & identity/access management Stakeholder management across business units & legal entities Microsoft 365 / Office 365 administration (Exchange, Teams, SharePoint) Vendor management SLAs, contracts, performance reviews Networking fundamentals LAN/WAN, switches, routers, Wi-Fi, firewalls, internet/ISP links IT asset & inventory management (procurement to retirement lifecycle) Backup & disaster recovery backup tools, RPO/RTO planning, DR drills ITIL-aligned service management incident, problem, change, request Working knowledge of AI-enabled IT tools Copilot, AI-assisted ITSM, chat-based triage Multi-tool fluency ITSM/ticketing, RMM, MDM, monitoring dashboards People leadership team management, escalation ownership, mentoring Required Qualifications 8-10 years of progressive experience in IT support / IT operations, including at least 2 3 years in a managerial or team-lead capacity. Prior experience supporting a GCC, shared services centre, or captive/MNC environment is strongly preferred this role requires someone who understands multi-business-unit IT operations from day one. Hands-on experience with Active Directory, Microsoft 365 / Office 365 administration, Solid fundamental understanding of networking switches, routers, LAN/WAN, Wi-Fi, and internet connectivity sufficient to triage and escalate effectively, even without a dedicated network engineering background.

Working knowledge of backup and disaster recovery tools and practices. Demonstrated experience in vendor management, stakeholder management, and IT asset/inventory management. Comfort working across multiple ITSM, monitoring, and productivity tools simultaneously; fundamental understanding of ITIL practices.

Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience. Preferred Qualifications ITIL Foundation (v4) certification. Microsoft certifications Exposure to AI-powered IT support tools Experience operating across multiple legal entities or business units within a conglomerate structure.

About You You're someone who treats IT operations as a discipline, not a series of fires to put out. You bring structure to ambiguity comfortable building processes from scratch in a GCC that's still taking shape, while never losing sight of the end user's experience. You manage vendors and stakeholders with equal confidence: firm on SLAs, clear in escalation, and easy to work with across business teams that don't always speak the same technical language.

You stay current curious about how AI and automation can take routine support work off your team's plate but you don't chase tools for their own sake; everything you adopt has to make the operation more reliable, not more complicated. What We Offer A high-visibility seat in the build-out of a new GCC, with direct exposure to the CIO and senior leadership across the Group. The scope to shape IT support processes, tooling, and team structure from an early stage, with a clear path to grow into broader IT operations leadership as the GCC scales.