IT Assistant Manager

Job SummaryThe IT Manager Operations is responsible for managing the organization's 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 ResponsibilitiesIT Operations ManagementEnsure 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 ManagementManage and monitor the organization's 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 solutionsEnsure high availability, security, and performance of all IT systems.Google Workspace AdministrationManage 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 AdministrationManage and support business-critical platforms, including:Tata SmartfloTruecaller BusinessERP ApplicationsCallyzerServiceDesk Plus (SDP)Other SaaS applications used across the organizationResponsibilities include:User account managementLicense administrationPlatform configurationVendor coordinationTroubleshooting and issue resolutionPerformance and usage monitoringService Desk & IT SupportMonitor 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 ManagementManage 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 ManagementLead, 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 ManagementManage relationships with hardware, software, internet, and service vendors.Track AMCs, warranties, software subscriptions, and license renewals.Ensure timely renewals and cost optimization.Information Security & ComplianceImplement 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 & DocumentationPrepare weekly and monthly IT operations reports.Track KPIs, SLA compliance, and operational metrics.Maintain documentation for infrastructure, systems, inventory, and operational procedures.Required QualificationsBE/ B Tech/MCA6–10 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 SkillsGoogle Workspace AdministrationMicrosoft 365 Administration (Preferred)Windows Server AdministrationNetworking (LAN/WAN, VPN, Firewall, Wi-Fi)Active Directory / Entra IDServiceDesk Plus (SDP)IT Asset & Inventory ManagementERP AdministrationTata SmartfloTruecaller BusinessCallyzerEndpoint ManagementIT Security and ComplianceSoft SkillsStrong 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 UptimeGoogle Workspace Availability and AdministrationService Desk SLA ComplianceAverage Ticket Resolution TimeFirst Response TimeAsset Inventory AccuracyUser Satisfaction ScoreLicense ComplianceVendor SLA PerformanceIT Audit ComplianceTeam ProductivityPreferred CertificationsGoogle Workspace AdministratorITIL Foundation- V2 preferableMicrosoft 365 AdministratorCCNA (Preferred)Azure Fundamentals (Preferred)Working RelationshipsHR TeamFinance & ProcurementAdministrationBusiness Unit HeadsExternal Vendors and Service ProvidersIT Operations & Support TeamShift: General Shift Employment Type: Full-time Work Location: Onsite (Office-based)