The IT Manager is responsible for leading the setup and management of IT operations for a new site. This includes site buildout, network and systems deployment, hiring and developing the full IT team, implementing IT policies and procedures (ITIL), and ensuring efficient IT service delivery to support business operations. This is a hands-on role that requires both strategic planning and operational execution.

Key Responsibilities & Duties:

Site Buildout & Infrastructure

• Lead the IT infrastructure setup for the new site, including network, servers, workstations, and telecom systems.

• Ensure all systems are properly configured, secure, and operational in alignment with business requirements.

• Oversee the installation, integration, and testing of hardware and software.

• Manage procurement and deployment of the site’s IT bill of materials, ensuring timely delivery and cost efficiency.

Team Formation & Leadership

• Recruit, hire, and develop the IT team, including Network Engineer, Security Engineer, and Service Desk (L1/L2 technicians).

• Provide coaching, mentoring, and performance management for all IT team members.

• Define roles, responsibilities, and reporting structures for the IT team.

Policies, Procedures & IT Governance

• Develop, implement, and maintain IT policies and procedures based on ITIL best practices.

• Standardize dashboards, reporting, and IT service monitoring tools (e.g., Solarwinds).

• Lead decisions regarding technology stack, e.g., Cisco vs Fortinet, and ensure proper configuration and monitoring.

• Ensure compliance with corporate IT standards and security requirements.

IT Operations & Support

• Oversee IT support operations, including incident management, service requests, and escalation procedures.

• Collaborate with IT infrastructure, security, and application teams to resolve complex technical challenges.

• Monitor IT service metrics and KPIs, providing regular updates and recommendations to senior management.

• Manage vendor relationships for IT hardware, software, and services.

Project Management & Continuous Improvement

• Lead IT projects related to site setup, system upgrades, and infrastructure improvements.

• Drive continuous improvement initiatives in IT service delivery, user experience, and operational efficiency.

• Stay current with technology trends and emerging best practices relevant to IT operations.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• Minimum 8 years of experience in IT management or operations, preferably in multi-site or BPO environments.

• Proven experience in leading IT teams, building teams from scratch, and managing IT infrastructure projects.

• Strong knowledge of IT service management frameworks (ITIL), networking, security, and enterprise systems.

• Hands-on experience with IT monitoring and reporting tools (e.g., Solarwinds), network/firewall solutions (Cisco, Fortinet).

• Experience managing vendors, procurement, and IT budgets.

• Relevant certifications are advantageous (ITIL Foundation, Cisco, Microsoft, PMP).

Key Competencies & Metrics:

• Successful site IT buildout and operational readiness.

• Timely recruitment and onboarding of IT team members.

• Implementation of standardized IT policies, dashboards, and monitoring tools.

• IT service uptime, SLA adherence, and user satisfaction.

• Budget management and vendor performance.

• Effective leadership, problem-solving, and team development outcomes.