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