Manager - IT Support

Responsibilities & Key Deliverables

Key Responsibilities

1. System Management & Oversight

• Oversee the performance, maintenance, and enhancement of:
• Proprietary CRM platform
• Company website and digital assets
• HR Management System (HRMS)
• Ensure system uptime, reliability, and performance optimization.
• Identify and implement process improvements and automation opportunities.

2. Vendor & Partner Management

• Manage relationships with external IT vendors, developers, and service providers.
• Define project scope, timelines, deliverables, and SLAs.
• Monitor vendor performance and ensure adherence to quality standards.
• Negotiate contracts, pricing, and service agreements.
• Coordinate issue resolution and escalation with vendors.

3. Project Management

• Lead IT projects including system upgrades, integrations, and new implementations.
• Develop project plans, timelines, and budgets.
• Ensure timely and cost-effective execution of projects.
• Coordinate with internal stakeholders to define requirements and priorities.

4. Business Alignment & Stakeholder Management

• Collaborate with departments (Sales, Marketing, HR, Operations) to understand system needs.
• Translate business requirements into technical solutions with vendor support.
• Provide regular updates to management on IT initiatives and system performance.

5. Data Security & Compliance

• Ensure data security, backups, and disaster recovery plans are in place.
• Monitor compliance with internal policies and applicable regulations.
• Implement best practices for cybersecurity and access controls.

6. User Support & Training

• Ensure effective user support for CRM, website backend, and HRMS.
• Coordinate training sessions for employees on system usage.
• Maintain documentation for systems, processes, and troubleshooting.

7. Budgeting & Cost Control

• Prepare and monitor IT budgets.
• Optimize IT spending while maintaining service quality.
• Track vendor billing and ensure cost efficiency.

Preferred Industries

Education Qualification

Key Requirements

Education

• Bachelor’s degree in Information Technology, Computer Science, or related field
• MBA or relevant certifications preferred

Experience

• 6–10 years of experience in IT management or similar roles
• Proven experience managing:
• CRM systems
• Websites / web platforms
• HRMS or enterprise systems
• Strong experience in vendor management and outsourcing environments

General Experience

6-10 years of experience

Critical Experience

Skills & Competencies

• Strong project management and coordination skills
• Excellent vendor negotiation and management skills
• Good understanding of:
• Web technologies (front-end/back-end basics)
• CRM workflows and integrations
• HRMS functionalities
• Strong problem-solving and analytical ability
• Effective communication and stakeholder management skills
• Knowledge of data security and compliance frameworks

Key Performance Indicators (KPIs)

• System uptime and performance metrics
• Project delivery timelines and budget adherence
• Vendor performance and SLA compliance
• User satisfaction and issue resolution time
• Cost optimization and budget management

Preferred Attributes

• Experience working in organizations with custom-built / proprietary platforms
• Ability to work in a fast-paced, cross-functional environment
• Strong ownership mindset and accountability

System Generated Secondary Skills