IT Support Manager

Department

Information Technology / IT Infrastructure

Location

Jaipur

Experience - 7 To 12 Years

Work Mode

Work from Office

Employment Type

Full-Time

Role Overview

QDegrees is looking for an experienced IT Support Manager to lead day-to-day IT infrastructure and support operations across networking, servers, systems, vendors and IT compliance. The role will be responsible for ensuring reliable IT services, solid infrastructure controls, timely issue resolution, vendor performance, security practices and business continuity.

Key Responsibilities

Lead and manage IT support and infrastructure operations, ensuring high availability and timely resolution of incidents and service requests.

Manage LAN/WAN, Wi-Fi, VPN, switches, routers, firewalls and other network infrastructure.

Monitor network performance, connectivity, bandwidth utilization and infrastructure health; troubleshoot recurring network issues.

Manage physical and virtual servers, operating systems, backups, storage, access controls and routine maintenance.

Coordinate server provisioning, patching, upgrades, preventive maintenance and capacity planning.

Ensure IT systems, endpoints and infrastructure are appropriately secured, monitored and maintained.

Own IT asset lifecycle management including procurement, allocation, inventory, tracking, AMC/warranty and decommissioning.

Manage external IT vendors, service providers, AMCs and technology partners; negotiate SLAs, track performance and resolve escalations.

Coordinate procurement of IT hardware, software, networking equipment and infrastructure services in line with business requirements.

Define and monitor IT support SLAs, ticket resolution timelines, escalation mechanisms and service quality metrics.

Maintain IT documentation including network diagrams, asset registers, server details, SOPs, escalation matrices and DR/BCP documentation.

Ensure adherence to IT policies, information security controls,



audit requirements and applicable compliance standards.

Coordinate internal/external IT audits, close audit observations and maintain evidence and compliance records.

Support implementation and monitoring of endpoint security, antivirus/EDR, access management, backup and data protection controls.

Develop and test backup, disaster recovery and business continuity processes; ensure periodic restoration testing.

Manage user access provisioning/de-provisioning in coordination with HR and relevant business stakeholders, especially during employee onboarding and exits.

Lead and mentor the IT support team, allocate workloads, monitor performance and build a strong service-oriented culture.

Provide regular MIS/reporting to management covering incidents, assets, vendors, infrastructure health, compliance and key IT metrics.

Identify opportunities for automation, process improvement, cost optimization and technology upgrades.

Required Technical Skills

Strong hands-on knowledge of networking concepts: TCP/IP, DNS, DHCP, VLAN, VPN, routing, switching and firewall management.

Experience with Windows Server and/or Linux server administration, Active Directory and user/group access management.

Knowledge of virtualization, backup solutions, storage and server monitoring tools.

Understanding of endpoint management, antivirus/EDR, patch management and IT security controls.

Working knowledge of IT asset management, ticketing/helpdesk systems and IT service management practices.

Strong understanding of IT vendor management,



AMC/SLA management and technology procurement.

Knowledge of IT audits, information security controls, compliance documentation and risk management.

Good understanding of backup, disaster recovery and business continuity principles.

Preferred Qualifications & Experience

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

Typically 7–12 years of relevant experience in IT infrastructure, IT support, networking and systems administration, with demonstrated team-management experience.

Relevant certifications such as CCNA, Microsoft, ITIL, Fortinet/Cisco or other infrastructure/security certifications will be an advantage.

Experience managing IT infrastructure in a multi-site or fast-paced business environment is preferred.

Key Competencies

Team leadership and people management

Problem-solving and root-cause analysis

Vendor and stakeholder management

Incident and escalation management

Planning, prioritization and execution

Risk, compliance and documentation discipline

Strong communication and business partnering

Key Performance Indicators (KPIs)

IT service availability and infrastructure uptime

Incident response and ticket closure within SLA

Network/server performance and issue recurrence

Vendor SLA and AMC compliance

IT asset accuracy and lifecycle compliance

Backup success and disaster recovery readiness

Audit closure and compliance adherence

IT support satisfaction and process improvement

Why Join QDegrees?

Opportunity to own and strengthen IT infrastructure and support operations in a growing organization.

Exposure to networking, infrastructure, compliance, vendor management and business-critical IT operations.

Opportunity to work closely with leadership and cross-functional teams on technology and process improvement.

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Work Location: In person

📌 IT Manager (Jaipur)
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