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Role Overview We are seeking an experienced hands-on IT Support Manager to lead our IT support function across multiple locations in India (primary) and US (secondary). The role involves managing day-to-day IT operations, ensuring high system uptime, overseeing a distributed support team, and delivering exceptional internal user experience. Key Responsibilities - Lead and manage the IT support team of 2-4 in Noida and Hyderabad. - Hands-on day-to-day IT operations, including helpdesk management, incident resolution, and service requests. - Ensure timely installation, configuration, and maintenance of IT hardware, software, and networks. - Implement and monitor IT policies, processes, and compliance standards ISO, SOC2 etc. - Manage vendor relationships for IT infrastructure and services. - Track, report, and improve KPIs such as ticket resolution time and user satisfaction. - Plan and execute IT upgrades, migrations, and security initiatives. - Coordinate with cross-functional teams to support project delivery and business continuity. - Train, mentor, and evaluate IT support staff. Qualifications & Skills - Excellent leadership, communication, presentation (reporting) and problem-solving skills. - Bachelors degree in Computer Science, IT, or a related field (Masters preferred). - 1014 years of experience in IT support, with at least 3 years in a managerial role. - Hands-on experience managing and securing network infrastructure, servers, and endpoints. - Deep understanding of TCP/IP, DNS, NAT, and the OSI Model. - Experience in Identity Access Management (IAM), Multi-Factor Authentication (MFA), and Single Sign-On (SSO) platforms and services. - Familiarity with Security Operations Center (SOC) processes and ISO/IEC 27000 series security frameworks. - Advanced expertise on Microsoft 365 including licensing, provisioning, security, etc. - Proficiency in IT service management tools (e.g., Jira, ServiceNow). - Understanding of cloud environments (AWS, Azure, or GCP) is a plus. One or more certifications: - MCE (Microsoft Certified Solutions Expert) - MCP (Microsoft Certified Skilled) - HDI-Support Technician Certifications - CompTIA A+/Network+, Cisco and Microsoft certifications. - ITIL Foundation Work Location - Primary: Noida - Occasional travel to Hyderabad may be required, once or twice a year .