IT Enterprise Support Manager

1 day ago

Islamabad, Islamabad, Pakistan beBeeEnterpriseITLeader Full time 900,000 - 1,200,000
Job Description

We are seeking a seasoned IT leader to manage our enterprise-wide IT infrastructure, services, software, and applications. This role will be responsible for the complete setup, operation, maintenance, and support of Deodar's IT systems, ensuring smooth functioning across all offices/locations.

The ideal candidate will have expertise in managing day-to-day IT operations, IT teams, and service providers, defining standard operating procedures, optimizing processes, and ensuring service availability.

  • Key Responsibilities:
  • Manage a team of IT specialists, including vendors and employees, developing processes and improving user experience.
  • Oversee the IT Service Desk Team, ensuring efficient and effective support for end-users, managing incidents and service requests.
  • Ensure Service Level Agreements (SLAs) are well-managed for IT support services and compliance with SLAs while achieving operational excellence.
  • Coordinate with external vendors and third-party service providers to manage services and support contracts, resolve issues, and ensure service expectations are met.
  • Plan and implement system upgrades, patches, and other changes, following proper change control processes.
  • IDentify areas for improvement in IT support processes and develop strategies for increasing efficiency, reducing downtime, and improving user satisfaction.

Requirements:

  • A Master's degree in Information Technology, Computer Science, or Business Management.
  • 10-12 years of experience in IT Services, with at least 4-6 years in a leadership or managerial role.
  • Proven track record of managing escalations and improving customer satisfaction.
  • Experience working in a global, 24x7 support environment.
  • Ticket resolution time and SLA adherence.
  • Team performance and retention & Contracting Managed Services.
  • Lead and mentor a team of enterprise support specialists, ensuring 24x7 coverage and efficient ticket handling.
  • Develop, track, and report on key performance indicators (KPIs) such as site uptime, response/resolution time, and customer satisfaction.
  • Oversee incident, request, change, and problem management processes in alignment with ITIL standards.
Required Skills and Qualifications
  • Technical Skills:
  • Good understanding of software and telecom industry.
  • Preferred certifications: ITIL, PMP, Microsoft.
  • Knowledge of cybersecurity best practices.
  • Good familiarity with cloud environments and services (e.g., AWS, Azure).
  • Knowledge of enterprise IT support, ERP systems (SAP, Oracle, Microsoft Dynamics, etc.), financial applications, and cross-functional collaboration to deliver scalable, secure, and efficient technology solutions.
Benefits

We offer a collaborative work environment, opportunities for professional growth, and the chance to be part of a dynamic and innovative company.

As part of our team, you will play a crucial role in ensuring operational excellence and logistical efficiency, empowering digital connectivity across Pakistan.

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