IT Manager

Job Description –

Job Title: IT Manager

Industry: BPO / Contact Centre

Experience: 5–8 Years

Location: Patna

Employment Type: Full-time

Job OverviewWe are looking for an experienced and proactive IT Manager to manage and oversee the organization's complete IT infrastructure and support operations in a fast-paced environment.

The IT Manager will be responsible for ensuring maximum system uptime, network stability, desktop and endpoint availability, IT security, user access management, asset management, and timely resolution of IT incidents. The role will work closely with Operations, HR, Administration, Training, Quality, and Senior Management to ensure uninterrupted business operations.

The ideal candidate should have strong hands-on experience in IT infrastructure, LAN/WAN, network administration, Windows systems, Active Directory, endpoint security, hardware management, troubleshooting, IT vendors, and IT support team management.

Key Responsibilities

1. IT Infrastructure & Operations-Manage and maintain the organization's overall IT infrastructure supporting 24×7 BPO operations.

• Ensure high availability and uptime of desktops, laptops, servers, network devices, internet connectivity, and other IT systems.
• Plan and manage IT infrastructure requirements based on headcount growth, new batches, new processes, and business expansion.
• Monitor IT infrastructure performance and proactively identify potential failures or bottlenecks.
• Ensure timely resolution of critical IT incidents affecting business operations.
• Develop and implement preventive maintenance schedules for IT infrastructure and equipment.
• Maintain proper IT documentation, SOPs, escalation matrices, and infrastructure records.

2. Network Administration & Management-Manage and maintain LAN/WAN, switches, routers, firewalls, Wi-Fi, VPNs, VLANs, and internet connectivity.

• Configure and troubleshoot network equipment such as Cisco, Aruba, TP-Link or equivalent devices.
• Monitor network performance, bandwidth utilization, latency, packet loss, and uptime.
• Manage VLAN segmentation and network access for different departments and operational requirements.
• Troubleshoot DNS, DHCP, TCP/IP, VPN, routing, switching, and connectivity-related issues.
• Coordinate with Internet Service Providers (ISPs) for connectivity issues, downtime, upgrades, and bandwidth requirements.
• Ensure network redundancy and business continuity wherever required.
• Maintain updated network topology and infrastructure documentation.

3. Desktop, Endpoint & User Support-Supervise desktop and L2/L3 IT support for employees, agents, trainers, TLs, managers, and support functions.

• Ensure timely installation, configuration, troubleshooting, and maintenance of desktops, laptops, monitors, printers, headsets, and other peripherals.
• Manage Windows 10/11 and Microsoft 365-related issues.
• Ensure all operational workstations are properly configured and available before new-joiner batches and floor deployment.
• Establish processes for quick replacement and repair of faulty systems to minimize agent downtime.
• Monitor recurring hardware/software issues and implement corrective actions.

4. Active Directory & Access Management-Manage Active Directory, user accounts, organizational units, security groups, password policies, and access permissions.

• Manage employee onboarding, transfer, role changes, and exit-related IT access requirements.
• Ensure timely creation, modification, and deactivation of user accounts.
• Coordinate with HR for employee joining and exit processes to ensure appropriate access provisioning and revocation.
• Maintain access control and ensure users receive only the required level of system access.

5. IT Security & Compliance-Implement and monitor IT security controls across endpoints, network devices, and systems.

• Ensure antivirus/EDR, firewall, patching, encryption, and endpoint security policies are properly implemented.
• Monitor and address security vulnerabilities and unauthorized access attempts.
• Ensure timely operating system and security updates across IT assets.
• Establish policies for password security, removable media, internet access, endpoint security, and data protection.
• Support internal/external IT audits and ensure compliance with organizational security requirements.
• Investigate and escalate security incidents appropriately.

6. Floor IT Support-Ensure uninterrupted IT support for production floors.

• Ensure availability of agent desktops, headsets, LAN connectivity, internet connectivity, applications, and other operational IT requirements.
• Provide immediate support for critical production-floor IT incidents.
• Coordinate with Operations during system/network outages to minimize operational impact.
• Maintain an escalation mechanism for critical incidents affecting multiple users or an entire process.
• Support IT infrastructure requirements during new process launches, new batches, seat expansions, shift changes, and floor movements.
• Maintain adequate spare hardware and critical IT components to reduce downtime.

7. IT Asset & Inventory Management-Maintain complete inventory of desktops, laptops, monitors, headsets, printers, networking equipment, software licenses, and other IT assets.

• Ensure proper asset tagging and allocation to employees.
• Track asset issuance, transfer, repair, replacement, and return during employee separation.
• Maintain records of IT assets by employee, department, location, and status.
• Monitor warranty and AMC status of IT equipment.
• Ensure optimum utilization of IT assets and minimize unnecessary IT expenditure.
• Conduct periodic physical verification of IT assets.

8. IT Team Management-Lead, supervise, and mentor the IT support team.

• Allocate daily IT support responsibilities and monitor ticket/incident resolution.
• Define and monitor IT support SLAs and response/resolution timelines.
• Conduct regular team reviews and identify training requirements.
• Develop escalation procedures for critical IT incidents.
• Ensure adequate IT support coverage for 24×7 operations and rotational shifts, wherever required.
• Evaluate team performance and drive continuous improvement in IT support services.

9. Vendor & AMC Management-Manage IT vendors, ISPs, hardware suppliers, software providers, and AMC partners.

• Coordinate hardware repairs, replacements, installations, and preventive maintenance.
• Negotiate and evaluate vendor quotations in coordination with management/procurement.
• Monitor vendor performance against agreed SLAs.
• Maintain records of contracts, AMCs, licenses, warranties, and renewal dates.
• Identify opportunities for cost optimization without compromising operational reliability.

10. Backup, Disaster Recovery & Business Continuity-Develop and maintain IT backup and disaster recovery procedures.

• Ensure critical systems and data have appropriate backup mechanisms.
• Maintain contingency plans for internet failure, network outages, hardware failures, power issues, and other IT disruptions.
• Coordinate with management and relevant departments during major IT incidents.
• Conduct periodic checks of backup and recovery mechanisms.
• Identify single points of failure and recommend appropriate redundancy.

11. IT Reporting & Management MIS-Prepare and present regular IT reports to Senior Management covering:

• IT infrastructure uptime
• Network uptime and downtime
• Major IT incidents and root-cause analysis
• IT support tickets and SLA performance
• Hardware breakdown and replacement trends
• IT asset utilization
• Internet/bandwidth utilization
• Security incidents
• Vendor performance
• IT expenditure and cost optimization
• Pending IT issues and action plans

Required Experience

• 5–8 years of overall IT experience, preferably with experience in a BPO, Contact Centre, ITES, or other 24×7 operational environment.
• Minimum 2–3 years in a supervisory/managerial IT role.
• Strong hands-on experience in IT infrastructure and network administration.
• Experience managing IT support teams and vendors.
• Experience supporting large user/workstation environments will be preferred.
• BPO/contact-centre experience will be an added advantage.
• Educational QualificationBachelor's Degree in Computer Science, Information Technology, Computer Applications, Engineering, or a related field.
• Equivalent technical qualifications with relevant experience may also be considered.
• Technical SkillsOperating Systems & ApplicationsWindows 10/11
• Microsoft 365
• Microsoft Office
• Basic macOS troubleshooting
• Desktop and application troubleshooting
• NetworkingTCP/IP
• DNS
• DHCP
• VLAN
• VPN
• Routing & Switching
• LAN/WAN
• Wi-Fi
• QoS
• Firewall administration
• Network monitoring tools
• Systems & InfrastructureActive Directory
• Group Policy
• Endpoint management
• Antivirus / EDR
• Patch management
• Backup systems
• IT asset management
• HardwareDesktops and laptops
• Printers
• Monitors
• Headsets
• Servers and storage – basic administration/troubleshooting
• Networking equipment
• SecurityEndpoint security
• Firewall and access control
• Password policies
• Data protection
• Security patching
• User access management
• Security incident handling

Preferred Certifications-

The following certifications will be an added advantage:

• CCNA – Cisco Certified Network Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 / Endpoint Administrator certification
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation
• Key CompetenciesStrong analytical and problem-solving ability
• Excellent troubleshooting skills
• Strong leadership and team-management skills
• Ability to work under pressure in a 24×7 environment
• Strong communication and stakeholder-management skills
• Ability to prioritize critical business-impacting incidents
• Vendor-management and negotiation skills
• Proactive approach toward identifying IT risks
• Strong documentation and reporting skills
• Business-oriented approach to IT infrastructure management