IT Manager

THL; Visakhapatnam District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

THL in Visakhapatnam, India is seeking a Team Manager to provide enterprise-level IT support, resolve network issues, configure OS, and offer remote desktop assistance for immediate solutions.

The role requires a degree in CS/IT, strong communication, and leadership for a 3-5 year IT tech support lead/manager career with 24/7 cover and on-call duties. ITIL knowledge is preferable.

Qualifications

• Bachelor's in CS/IT or related field required.
• IT experience advantageous; practical understanding of IT domain preferred.
• Excellent communication and customer service skills essential.
• ITIL V3/V4 Foundation is preferable.

Responsibilities

• Lead IT tech support team; manage incidents and SLAs.
• Reporting and data analysis responsibilities.
• Coordinate with internal and Operations teams.
• Maintain knowledge base and documentation.
• Willingness to travel and participate in after-hours on-call rotation.

Skills

Team leadership

Customer support

Communication

Incident management

Data analysis

Education

Bachelor's in CS/IT

Tools

Azure

Microsoft Intune

VMware

Citrix Workspace

Active Directory

RDP

ITSM tooling

Job description

2 - 7 Years

Permanent

Job Description

Jobbrief

Weare looking for a Team Manager to provide enterprise-level assistance to ourcustomers,resolvenetworkissues, configureoperatingsystemsandusingremotedesktopconnectionstoprovide,

immediate support.

To meet the qualifications specified:

• Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or arelated discipline, is a requirement.
• Experience: While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficialin this role.
• PersonalTraits:Beinganaturalhelperandenjoyingassistingpeoplewiththeircomputerissues are essential qualities. Additionally,theabilitytosimplifyandeffectivelycommunicatetechnicaldetailstoindividualswithvaryinglevelsoftechnicalknowledgeis asignificantadvantage.

Responsibilities

• Minimum 3- 5-year previous IT Tech support lead/manager experience
• Reporting and data analysis skills
• Excellent communication skills and customer handling skills.
• Excellent organizational skills
• Incident Management experience – Managing incidents including businessexpectations and communication.
• Excellent excel and presentation skills.
• Experience in collaborating with internal and Operations teams.
• Responsibilities managing complete tech support team members
• Experience with Knowledge management
• Experience in Vendor management
• Strong customer service, analytical, and problem resolution skillsrequired.
• Experience in Service Desk application, KPI and SLA reporting.
• Imperative to be able to multitask and provide focused attention onhigh-priority issues to ensure all important activities are addressed in atimely manner.
• Must be able to manage effectively overall team stress and coach staff onstress-management techniques.
• Effective verbal and written communication skills are critical to keepupper management informed, influence decisions and develop healthy businessrelationships with our company’s leaders
• Good-to-Have: An ITIL V3 / V4 Foundation qualification is preferable butnot essential Knowledge of ITIL Processes – Request, incident, problem andasset management.
• Knowledge of cloud-telephony tools from reporting perspective
• Researchandidentifysolutionstosoftwareandhardwareissues.
• Diagnoseandtroubleshoottechnicalissues,includingaccountsetupandnetworkconfiguration.
• Askcustomerstargetedquestionstoquicklyunderstandtherootoftheproblem.
• Primarycustomercontactforprovidingaccurateandcreativetechnicalsolutionstouserproblemsofmoderateanddifficult nature.
• Alert teammembersoftrendingissuesandsharenew-foundknowledgeasapplicable.
• Accuratelydocumentdetailsofissues,stepstaken,follow upconversations,escalations,andresolution.
• Actsasatechnicalexpertandprovidessupport to end users.
• Advocateforcustomersinengineeringroadmapplanning.
• Participatesinthecreationandmaintenanceofknowledgedatabasecontent.
• Reproducecustomercasesfordetailedtroubleshootingandanalysis.Thismayincludewritingormodifyingcodeor simulatingnodefailuresituations.
• Using technicalabilitytoresolvehighlycomplexissuesforenterprisesolutions.
• ActsasfocalpointforlargeaccountITproblemresolution.
• AbilitytotriageandworkonincomingissuestobringthemtoquickresolutionperourSLAutilizingstrongtroubleshootingskills.
• Abilitytotravel,workafterhoursandbepartofanafterhours(on-call)rotation.(USHrs.)

Requirements

• Ability to exercisejudgmenttodetermineappropriatesolutionsforcustomer’stechnicalissues.
• Telephony: Understanding of SIP, WebRTC, VoIP, analysis, troubleshooting call quality,
• ShouldhavebasicknowledgeinAzure,MicrosoftIntune-MDM,DeviceEnrollments.
• Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications.
• Familiarity with DNS, Active Directory Services andprotocolslikeSMTP,SNMP,etc.
• Promotesandsolicitsideaswithinprojectteam(s).
• Intermediate knowledge ofhardware.
• Demonstrated proficiency with thefollowingTechnicalSkills.
• Should have goodKnowledgeofTCP/IPnetworksandidentifyingthesitedownissues.
• Experienced in resolving issues affectingcustomersatisfaction.
• Workinghoursforthisrolevariesdependingoncovering24/7,With2Fixedweekoffsinaweek.
• FundamentalunderstandingofITSM,ITIL,orCMDB.
• Required Skill Set: MSOffice,WindowsTroubleshooting,ITIL,BasicNetworking,UnderstandingonEDR , DLP Tools , Firewalls , VMware/Citrix workspace Client setup troubleshooting , Active Directory, Basic Concepts of O365 Exchangeadmin, Microsoft MDM & Intune.

Job Snapshot

Updated Date

Oct 13, 2026

Job ID

Job_1435

Function

IT

Location