Position Title : Manager – IT
Location : Bangalore Head Office (with travel to stores & warehouses as needed)
Department : IT / Technology
Reporting To : Head of IT
Job Type : Full Time – Onsite
Position Summary
We are looking for a dynamic and hands-on IT Manager to lead and oversee end-user IT support operations across Corporate (HO), Warehouses, and Retail Stores. This role requires a balance of technical expertise, team leadership, and service delivery excellence. The candidate will manage a distributed support team, ensure uptime across all business locations, drive IT service improvements, and coordinate with cross-functional and vendor teams to meet business SLAs.
Key Responsibilities
Corporate IT Support (HO) :
- Lead day-to-day support for corporate users across departments (HR, Finance, Product, Legal, etc.).
- Oversee IT asset lifecycle management (laptops, desktops, printers, conferencing tools).
- Manage IT onboarding / offboarding, application access, and account provisioning (AD, O365, Slack, Jira, etc.).
- Handle escalations and provide L2 / L3 troubleshooting support for enterprise tools.
- Drive compliance across corporate devices (ISO standards, endpoint security, DLP).
- Collaborate with system, cloud, and security teams for infrastructure integration and support.
Retail (Store) IT Support :
Ensure uninterrupted POS operations, device uptime, and prompt support across all stores.Lead IT support for store devices (POS, printers, scanners, handhelds, routers, access points).Coordinate with field engineers and vendors for any IT issues or device replacements.Manage store IT readiness for new launches, refurbishments, and relocations.Drive preventive maintenance, ticket resolution SLAs, and field issue escalations.Maintain store IT audit checklist and ensure IT infra compliance across regions.Warehouse & Logistics IT Support :
Oversee IT operations across fulfilment centers, DCs, and warehouses.Support scanning systems, handheld terminals, dock printers, WMS / ERP portals, and CCTV.Ensure stable wired / wireless networks, APs, firewall / router setups, and backup link availability.Resolve shift-level operational issues and implement IT support coverage based on warehouse schedules.Track asset availability for replacements (handhelds, printers, APs) and raise POs as needed.Collaborate with supply chain and operations to ensure system continuity and quick turnarounds.Team Management
Manage a team of 12–15 onsite and remote IT engineers across HO, store, and warehouse locations.Set up shift schedules, assign ticket queues, and drive performance tracking (SLA, FCR, CSAT).Provide mentorship, skill-building, and regular feedback to improve team effectiveness.Conduct periodic reviews, audits, and training on tools and SOPs.Service Delivery & Tools
Own SLA and CSAT metrics across all support channels (corporate, retail, warehouse).Use tools like Jira for ticketing and ITSM workflows.Monitor performance through dashboards and reports; drive RCA-based process improvements.Maintain documentation (SOPs, KEDBs, playbooks, user guides) and ensure timely updates.Network & Infrastructure Support
Understand and support basic network components : switches, routers, APs, DNS, DHCP, VLANs.Coordinate with internal Infra / Network teams and external ISPs for uptime and escalations.Participate in infra upgrades, migration projects, and support readiness across sites.Maintain IP allocation, cabling layouts, and escalation SOPs for all locations.Required Skills & Qualifications
7–9 years of total IT experience, with 3+ years in a managerial capacity.Proven experience managing IT support in retail, warehouse, and corporate environments.Strong knowledge of end-user computing, basic networking, and enterprise tools.Hands-on with ITSM tools like ManageEngine, Jira, or ServiceNow.Good understanding of POS systems, WMS tools, handheld scanners, and label printers.Excellent communication, documentation, problem-solving, and stakeholder engagement skills.Exposure to ISO, ITIL practices, and internal audit processes.Willingness to travel to stores / warehouses when required.Educational & Certification Requirements
Bachelor’s degree in computer science, IT, or a related field (or equivalent experience).Preferred Certifications : ITIL Foundation ,GWS& IT Product related certs (ACP,MCSE / MCTS)..etc