Senior IT Manager

Job Title: Senior IT Manager

Role: Freelancer

Duration: 3 months

Location: Mumbai, India

About the role:

We are seeking a proactive Senior IT Manager (APAC) to own Google Workspace and Ustudio operations alongside regional IT, technical support and procurement. You will ensure SLA-driven support, high customer satisfaction and continuous service improvement while working closely with the Regional IT Lead to align the region with global best practices. If you’re hands-on with Google admin, experienced in procurement and thrive in a fast-paced regional role, we want to hear from you

What you will be doing:

• Own regional IT service delivery for Google Workspace, Ustudio and core IT services.
• Administer and secure Google Workspace (users, groups, policies, Drive/Docs, Admin Console) and be primary owner for Ustudio operations/configuration, availability and user support
• Ensure support requests are triaged and resolved within SLA targets; manage escalations and major incidents.
• Maintain and improve service desk processes, including ticket lifecycle, prioritization and knowledge base.
• Proactively identify recurring issues and lead permanent remediation. 
• Manage regional IT procurement (hardware, software, subscriptions and services) and asset lifecycle.
• Ensure the smooth running of all IT procurement in the region – kits are dispatched and collected on time. 
• Ensure change control, testing and documented deployments to avoid service disruption.
• Scope and deliver regional IT projects and platform rollouts (cloud & collaboration tools) working with the Regional IT.
• Manage third-party service providers for support and platform services (SLAs,contract renewals).
• Understand and administer Active Directory.
• Where needed, provide server & NAS support.
• Oversee the following tasks performed by the team on a day-to-day basis:
• Managing Office 365, Google Workspace Admin and other cloud based systems
• Setting up and configuring new laptops and desktops.
• Installing authorised software to laptops and desktops.
• Strong knowledge and experience with VPN (Cisco Meraki) technologies.
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
• Fault finding for laptops and desktops when required.
• Reporting faults and maintaining logs on servers, desktops and laptops.
• Ensuring all logs for equipment and users are maintained.
• Creating purchase requisitions for IT hardware / software.
• Ensuring licensing for all software purchased is recorded and maintained.

What you need to be great in this role:

• 6-10+ years IT experience with at least 3 years in technical support/operations (adjustable by organization).
• 5 to 8 years of relevant experience in IT Systems Administration in mid-to-large enterprises (hardware, software and maintenance).
• Work onsite role 5 days a week.
• Google Workspace administration experience.
• Strong experience with a MacOS environment.
• Meraki Firewall and Switch experience is needed.
• Certification in Cloud Computing Technologies and other Microsoft Certifications preferred.
• Experience in troubleshooting Mac & PC systems.
• Preference for candidates with experience in working with different countries in a region.
• Excellent communicator; able to translate technical issues to non-technical user.
• Must be organized with excellent co-ordination skills.
• Must be proficient in English – both speaking and writing.
• Passion for and inquisitive about AI and new technologies.
• Understanding and knowledge of AI tools is beneficial, but ability to learn and digest benefits and features of AI tools is critical.

Personal attributes:

• Self-motivated, working with little supervision.
• Proven ability to communicate and liaise with junior - mid levels in the business.
• Discrete about all confidential and personal information.
• Driven, proactive, helpful, and enthusiastic team player.

Req ID: 18989

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