IT Assistant Manager

Job Summary

The IT Manager Operations is responsible for managing the organizations day-to-day IT operations, ensuring the availability, security, and efficiency of IT infrastructure, enterprise applications, and end-user support services. The role includes managing IT assets and inventory, administering Google Workspace and other business platforms, overseeing ServiceDesk Plus (SDP) operations, and leading the IT support team to deliver reliable IT services across the organization.

Key Responsibilities

IT Operations Management

• Ensure smooth day-to-day IT operations across all business locations.
• Monitor and maintain the availability, performance, and security of IT infrastructure and enterprise applications.
• Develop and improve IT operational processes, SOPs, and best practices.
• Coordinate with internal stakeholders and external vendors to resolve operational issues and implement improvements.

Infrastructure Management

• Manage and monitor the organizations IT infrastructure, including:
• Network devices (LAN/WAN, Wi-Fi, VPN, Firewall)
• Servers (Physical and Cloud)
• End-user devices (Laptops, Desktops, Printers, etc.)
• Endpoint security and backup solutions
• Ensure high availability, security, and performance of all IT systems.

Google Workspace Administration

• Manage and administer the Google Workspace environment.
• Handle user provisioning, de-provisioning, and access management.
• Configure and manage Gmail, Drive, Calendar, Groups, Shared Drives, and other Google Workspace services.
• Manage security policies, MFA, organizational units, and data retention policies.
• Monitor storage utilization and license allocation.
• Troubleshoot Google Workspace-related issues and coordinate with Google Support when required.
• Support email migrations and Google Workspace integrations with business applications.

Business Application Administration

Manage and support business-critical platforms, including:

• Tata Smartflo
• Truecaller Business
• ERP Applications
• Callyzer
• ServiceDesk Plus (SDP)
• Other SaaS applications used across the organization

Responsibilities include:

• User account management
• License administration
• Platform configuration
• Vendor coordination
• Troubleshooting and issue resolution
• Performance and usage monitoring

Service Desk & IT Support

• Monitor and manage IT support tickets through ServiceDesk Plus (SDP).
• Ensure timely assignment and resolution of tickets within defined SLAs.
• Review ticket trends and implement preventive measures.
• Publish regular service desk performance reports.

IT Asset & Inventory Management

• Manage the complete lifecycle of IT assets, including procurement, allocation, tracking, maintenance, and disposal.
• Maintain accurate hardware and software inventory records.
• Conduct periodic inventory audits and reconciliation.
• Ensure software license compliance.

Team Management

• Lead, mentor, and manage the IT Operations and Service Desk team.
• Allocate tasks, monitor workloads, and review team performance.
• Conduct regular training and knowledge-sharing sessions.
• Drive continuous improvement and ensure adherence to IT policies and standards.

Vendor & License Management

• Manage relationships with hardware, software, internet, and service vendors.
• Track AMCs, warranties, software subscriptions, and license renewals.
• Ensure timely renewals and cost optimization.

Information Security & Compliance

• Implement and enforce IT security policies and best practices.
• Manage user access controls and endpoint security.
• Coordinate backup verification, patch management, and security updates.
• Support internal and external IT audits.

Reporting & Documentation

• Prepare weekly and monthly IT operations reports.
• Track KPIs, SLA compliance, and operational metrics.
• Maintain documentation for infrastructure, systems, inventory, and operational procedures.

Required Qualifications

• BE/ B Tech/MCA
• 6–10 years of experience in IT Operations, Infrastructure, or End-User Computing.
• Minimum 2–3 years of experience managing an IT support or operations team.

Technical Skills

• Google Workspace Administration
• Microsoft 365 Administration (Preferred)
• Windows Server Administration
• Networking (LAN/WAN, VPN, Firewall, Wi-Fi)
• Active Directory / Entra ID
• ServiceDesk Plus (SDP)
• IT Asset & Inventory Management
• ERP Administration
• Tata Smartflo
• Truecaller Business
• Callyzer
• Endpoint Management
• IT Security and Compliance

Soft Skills

• Strong leadership and people management skills.
• Excellent communication and stakeholder management.
• Strong analytical and problem-solving abilities.
• Effective planning and organizational skills.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage multiple priorities in a dynamic environment.

Key Performance Indicators (KPIs)

• IT Infrastructure Uptime
• Google Workspace Availability and Administration
• Service Desk SLA Compliance
• Average Ticket Resolution Time
• First Response Time
• Asset Inventory Accuracy
• User Satisfaction Score
• License Compliance
• Vendor SLA Performance
• IT Audit Compliance
• Team Productivity

Preferred Certifications

• Google Workspace Administrator
• ITIL Foundation- V2 preferable
• Microsoft 365 Administrator
• CCNA (Preferred)
• Azure Fundamentals (Preferred)

Working Relationships

• HR Team
• Finance & Procurement
• Administration
• Business Unit Heads
• External Vendors and Service Providers
• IT Operations & Support Team

• Shift: General Shift
• Employment Type: Full-time
• Work Location: Onsite (Office-based)