# IT Manager

**Company:** [Advansys](http://jobs.workable.com/companies/gJuBiNFMLE7eoxCqoDL9m7.md)
**Location:** Nasr City, Egypt
**Workplace:** on site
**Employment type:** Full-time
**Department:** ADVANSYS

[Apply for this job](http://jobs.workable.com/view/a66e46f7-79e8-43e9-a626-8cb81ee2092a)

## Description

We are seeking an experienced IT Manager to oversee IT operations, ensure service excellence, and maintain the stability of business-critical systems. The ideal candidate will have strong expertise in IT operations, incident management, Root Cause Analysis (RCA), CRM systems, SLA management, and on-site technical support. This role requires excellent problem-solving skills, leadership abilities, and a customer-focused mindset to ensure seamless IT service delivery.

### **Key Responsibilities**

-   Manage day-to-day IT operations and ensure high availability of IT services.
-   Lead incident management activities, ensuring timely resolution of critical issues.
-   Conduct Root Cause Analysis (RCA) for recurring incidents and implement preventive actions.
-   Monitor and maintain Service Level Agreements (SLAs), ensuring compliance with agreed service targets.
-   Administer, support, and optimize CRM systems to meet business requirements.
-   Provide and oversee on-site technical support for hardware, software, network, and end-user issues.
-   Coordinate with internal teams and external vendors for issue resolution and service delivery.
-   Monitor system performance and implement continuous improvements to enhance operational efficiency.
-   Develop and maintain IT policies, procedures, and documentation.
-   Manage IT assets, licenses, and infrastructure.
-   Prepare operational reports, incident summaries, SLA performance reports, and management dashboards.
-   Lead, mentor, and support IT support teams to ensure high-quality service delivery.
-   Ensure compliance with organizational security standards and IT best practices.

### **Required Skills**

-   Strong knowledge of IT Operations Management.
-   Hands-on experience in Incident Management and Problem Management.
-   Expertise in conducting Root Cause Analysis (RCA).
-   Experience working with CRM platforms (e.g., Salesforce, Microsoft Dynamics, Zoho CRM, or similar).
-   Strong understanding of SLA monitoring and service delivery metrics.
-   Experience providing on-site IT support in enterprise environments.
-   Knowledge of ITIL framework and IT Service Management (ITSM) best practices.
-   Familiarity with Windows Server, Active Directory, Microsoft 365, networking, and system administration.
-   Excellent analytical, troubleshooting, and decision-making skills.
-   Strong communication and stakeholder management abilities.
-   Ability to prioritize multiple tasks in a fast-paced environment.

## Requirements

-   Bachelor's degree in Information Technology, Computer Science, or a related field.
-   4–6 years of experience in IT Operations or IT Infrastructure, with experience in a leadership or supervisory role.
-   ITIL Foundation certification is preferred.
-   Microsoft, Cisco, or other relevant technical certifications are a plus.