IT Services Support Manager Full Time NEW

Job Purpose:

This role is responsible for leading and managing IT Service Management (ITSM), End User Services, Service Desk operations, L1/L2 business application support coordination, workplace technologies, and IT support services across Beyti Head Office, manufacturing plants, warehouses, and distribution sites.

Key Responsibilities:

IT Service Management & Operations

• Lead and manage IT Service Desk and End User Services operations across all Beyti locations.
• Ensure IT support services are delivered effectively while maintaining agreed SLAs, KPIs, and operational standards.
• Own and govern ITSM processes including:
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Knowledge Management
• Asset & Configuration Management
• Develop and maintain IT service catalogues and support models in collaboration with Infrastructure and Business Applications teams.
• Lead service transition activities from project implementation into operational support.
• Ensure operational compliance with IT policies, standards, governance frameworks, and audit requirements.
• Develop and enhance ITSM platforms, self-service capabilities, workflow automation, and knowledge management practices.
• Monitor operational KPIs and service metrics including:
• SLA compliance
• User satisfaction
• Service availability
• Ticket trends
• Mean Time to Resolve (MTTR)
• Service efficiency metrics
• Prepare operational dashboards and management reports for IT leadership.
• Identify opportunities for operational efficiency, automation, cost optimization, and continuous service improvement.

End User Services & Workplace Technologies

• Manage workplace technologies including:
• Microsoft 365
• Collaboration platforms
• Endpoint management
• Remote support tools
• Printing services
• Mobile Device Management (MDM)
• Productivity solutions
• Ensure efficient end-user support operations across Head Office, plants, warehouses, and distribution sites.
• Manage endpoint lifecycle activities including provisioning, deployment, support, maintenance, refresh, and retirement.
• Ensure workplace services maintain high availability and operational performance standards.
• Drive initiatives that enhance employee digital experience and workplace productivity.

L1 / L2 Application Support Coordination:

• Manage and coordinate L1/L2 support activities for enterprise applications.
• Act as SPOC for application-related incidents and operational support.
• Coordinate with SAP, Infrastructure, Business Applications, vendors, and Cybersecurity teams for issue resolution and service restoration.
• Lead and manage Salesforce application support, ensuring timely issue resolution, system reliability, and alignment with business requirements while driving continuous service improvements.
• Manage ticket triaging, escalation, and operational communication during incidents and outages.
• Support business go-lives, upgrades, deployments, and hyper care activities.

Cybersecurity & Compliance:

• Ensure endpoint compliance with patching, encryption, endpoint protection, and access control standards.
• Coordinate with Cybersecurity teams during audits, incidents, and vulnerability remediation activities.

Experience

• 7–10 years of IT experience.
• 3+ years in ITSM, Service Desk, End User Services, or IT Operations leadership roles.
• Experience with Microsoft 365, Azure AD / Entra ID, endpoint management, and enterprise support operations.
• Experience supporting enterprise applications and coordinating L1/L2 support activities.
• Experience with ITSM platforms such as ServiceNow, ManageEngine, or Jira Service Management.
• FMCG or manufacturing experience is preferred.

Skills

• Strong ITIL v4 and IT Service Management knowledge.
• Strong understanding of:
• Service Desk Operations
• End User Services
• Workplace Technologies
• Application Support Operations
• Endpoint Management
• IT Asset Management
• Endpoint Security
• Strong communication, stakeholder management, analytical, and leadership skills.

Preferred Certifications

• ITIL v4
• Microsoft Certifications