Title: Sr. Manager, IT / Head of IT (Internal Infrastructure)

Location: Pune (Hybrid)

Job Summary: We are seeking an experienced Sr. Manager, IT in the support team, ensuring timely and effective resolution of technical issues and delivering exceptional customer service. As an IT Manager, you will oversee the organization's technology operations and the implementation of new IT systems and policies.

Your responsibilities include managing IT staff, ensuring the security of IT infrastructure, and aligning technology with business goals. You will also be responsible for troubleshooting technical issues, managing budgets, and ensuring compliance with industry standards.

Job Duties:

● Managing the IT team: Recruiting, training, and mentoring employees, and communicating job expectations.

● Managing the IT budget: Overseeing the annual IT budget and ensuring cost effectiveness.

● Managing the IT function: Ensuring the IT function delivers the highest standards of internal/external customer service and escalations.

● Maintaining IT security: Monitoring and enforcing security procedures, and promoting security awareness and training

● Maintaining IT infrastructure: Installing, configuring, and supporting new and existing servers and network infrastructure.

● Maintaining IT systems: Testing, troubleshooting, and modifying information systems so they operate effectively

● Creating reports: Producing standard reports on the status of the infrastructure

● Communicating: Regularly communicating what they are doing and how their work relates to the success of the organization

● Analyse and optimize IT support processes and procedures, identify trends and areas for improvement.

● Working, collaborating with stakeholders, vendors, customer counterparts, business partners and maintaining relationships.

● Ensure exceptional customer satisfaction through effective communication and issue resolution.

● Monitoring and reporting on team performance, metrics,



and key performance indicators (KPIs).

● Supporting, leading and training of junior IT team members.

● Provide feedback, foster a culture of collaboration, innovation and continuous improvement.

● Maintaining accurate asset inventories, asset management tools

● Maintaining documentation, knowledge base and training materials.

Qualifications:

● Bachelor's degree in Computer Science, Information Technology, or a related field is required. Master’s degree is preferred.

● With over 10+ years of total experience and at least 5 years of leading IT support team, you will oversee the organization's IT operations.

● Strong technical knowledge supporting, desktop and mobile application and tool installation, configuration and troubleshooting.

● Proven experience with IT service management tools (e.g. Fresh Service, Zendesk, RDP, TeamViewer etc)

● Experienced in Windows 10/11 OS, portable devices, desktops, laptops, tablets, smartphones, Printers, Microsoft office 365, Google Workspace.

● Experienced in TCP/IP network configuration, DNS, DHCP, Wi-Fi, LAN, WAN and diagnosis and troubleshooting of network issues.

● Experienced in supporting secure environment, device security, antivirus software, endpoint security, VPN and firewall connectivity, devices and data encryption.

● Ability to resolve complex technical issues and provide excellent customer support.

● Good knowledge of ITIL frameworks, and industry standards.

● Excellent problem-solving, communication and interpersonal skills.

● Knowledge of cloud computing platforms, services and support (e.g., AWS, Azure AD, GCP, IAM)

● Knowledge of virtualization technologies (e.g., VMware, VirtualBox)

What do we offer:

● Competitive salary and performance-based bonuses.

● Opportunities for professional development and career advancement.

● A dynamic and inclusive work environment.

● Flexible work schedule and hybrid work options.

● Extra benefits including health insurance, internet reimbursement options, etc.

📌 Head of Information Technology (Maharashtra)
🏢 Atidiv
📍 Maharashtra