Manager - IT Infra EUS

Manager - IT Infra EUS

The Manager - IT Infra EUS leads the IT Service Desk and end-user support operations to deliver high-quality, ITIL-aligned services across the organization. This role is responsible for managing people, processes, and performance, acting as the final escalation point, driving continual service improvement, and ensuring end-user needs are met through effective incident, request, problem, and change management. The role also partners with procurement team to engage authorized SISC vendors and supports IT projects impacting end users.

Department

IT Infra

Open Positions

1

Role & Responsibilities

• Recruit, onboard, train, and mentor IT Service Desk and end-user support staff to meet defined service standards and performance goals.
• Set team objectives, monitor performance, manage schedules/coverage, and ensure appropriate skill development and knowledge transfer.
• Promote a customer-first culture with strong ownership, accountability, and service excellence.
• Oversee day-to-day operations for:
• Incident Management
• Request Fulfillment
• Problem Management
• Change Management
• in alignment with ITIL best practices and organizational policies.
• Serve as the final escalation point for critical, complex, or high-impact user issues and ensure timely resolution and communication.
• Ensure SLAs/OLAs are met and drive improvements where service gaps are identified.
• Implement, standardize, and continuously enhance end-user support processes, workflows, and documentation.
• Conduct trend analysis on recurring issues and coordinate root cause analysis (RCA) with internal teams and vendors to prevent repeat incidents.
• Maintain and improve knowledge base articles, standard operating procedures (SOPs), and self-service enablement.
• Act as the advocate for end-user requirements and ensure IT services align with business objectives and user experience expectations.
• Communicate effectively with IT leadership and business stakeholders on service performance, risks, and improvement initiatives.
• Collaborate with cross-functional IT teams (Infrastructure, Network, Security, Applications) to ensure seamless support delivery.
• Work closely with the procurement team to engage and manage authorized vendors of SISC.
• Coordinate vendor support activities, track performance, and ensure compliance with contractual and service expectations.
• Provide oversight and operational readiness for IT projects that impact end users (e.g., M365 rollouts, device refresh, OS upgrades, new ITSM processes).
• Ensure MIM, change communications, training, support readiness, and post-implementation stabilization are executed effectively.
• Participate in ISMS internal and external audits; ensure audit observations are addressed and closed with appropriate corrective actions.

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field (required)

Experience

• 10 to 15 years

Key skills/competency

• ITIL
• IT Systems Administration
• Excellent Communication Skills
• Endpoint Security
• Team Management
• Incident Management
• Request Fulfillment
• Problem Management
• Change Management
• Vendor Management
• Service Level Agreements (SLAs)