IT Manager

Job Summary

Lead and optimize IT service delivery and endpoint management to drive operational excellence and business continuity. Manage identity lifecycle automation, collaboration platforms, and office IT infrastructure while partnering cross-functionally to support technology initiatives and enhance user productivity.

Responsibilities

• Lead ITIL-aligned service delivery processes including incident, request, problem, and change management to meet SLA targets and conduct rigorous post-incident reviews (PIRs)
• Oversee L1 to L2.5 support teams to ensure efficient ticket triage, prioritization, and resolution within SLA timelines
• Automate end-to-end identity lifecycle management for employees and applications using Okta, enforcing strong authentication, least-privilege access, and timely joiner-mover-leaver (JML) processes
• Maintain Mac-first endpoint posture and user productivity by implementing baselines, patching, compliance monitoring, and software deployment via Jamf Pro
• Operate and maintain collaboration platforms such as Google Workspace and Lark, ensuring tenancy hygiene, data lifecycle management, and retention policy enforcement
• Manage office IT infrastructure including network/Wi-Fi, meeting rooms/AV, and printing services in partnership with vendors to ensure audit-ready site operations
• Govern SaaS access and licensing hygiene and manage asset lifecycle from procurement to disposal with documented evidence
• Collaborate with Project Managers and Solution Architects to ensure operational stability and support technology rollouts with measurable adoption and reduced support load
• Monitor and report on key performance indicators including SLA attainment, mean time to resolution (MTTR), patch/compliance targets, SSO/MFA coverage, asset accuracy, and ticket deflection through knowledge/self-service initiatives

Preferred competencies and qualifications

• Experience operating in fast-growth or regulated environments
• Certifications such as ITIL, Jamf Certified Administrator, or Okta Certified Administrator
• Familiarity with managing multinational teams
• Bachelor’s degree in Computer Science, IT, or related field (preferred)