Manager IT

The Manager IT will lead the team, manage customer experience, oversee operations and service management, and drive continuous improvement through AI and automation.

Hyderabad, Sindh, Pakistan
Posted Nov 6, 2026

Apply with RefersoAI Apply on careers page

Responsibilities

Define what great communication, quality, and ownership look like, and model it every day.
Drive performance by setting clear goals, giving honest feedback often, and addressing gaps quickly.
Work closely with engineering, support, and business teams to get things done.
Own the relationship for how customers feel, from everyday service to tough escalations.
Keep customers informed before they ask, with clear next steps, owners, and timelines.
Run service reviews that uncover what matters and lead to real change.
Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups.
Run incident, problem, change, and request management.
Own major incidents from first alert to root cause and permanent fix.
Track SLAs, satisfaction, and backlog, and act on what the numbers show.
Use AI and automation to speed up troubleshooting, documentation, and reporting with data safeguards.
Spot gaps before they become recurring problems and measure the results.

Requirements

Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field
Experience in a MSP

Nice to have: Managed services provider (MSP) experience, ITIL 4 Managing Professional or higher, MS-102, AZ-104, Security+

Skills

ITIL 4 Foundation certificationMicrosoft 365Entra IDnetworking (VPNs, routers, switches, firewalls)cloudsecurity operationsRTSPCCTV/video monitoring environmentDVR/NVR network infrastructureKaseyaCactiZabbixSIEM platformsAI in IT operationsMicrosoft 365Entra IDKaseyaCactiZabbixSIEM

Full description

Team Leadership ● Set the bar. Define what great communication, quality, and ownership look like, and model it every day. ● Drive performance. Set clear goals, give honest feedback often, and address gaps quickly. ● Build bridges. Work closely with engineering, support, and business teams to get things done. Customer Experience ● Own the relationship. Be accountable for how customers feel, from everyday service to tough escalations. ● Stay ahead. Keep customers informed before they ask, with clear next steps, owners, and timelines. ● Turn feedback into action. Run service reviews that uncover what matters and lead to real change. Operations and Service Management ● Keep it reliable. Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups. ● Put ITIL to work. Run incident, problem, change, and request management that works in the real world. ● Lead under pressure. Own major incidents from first alert to root cause and permanent fix. ● Let data guide you. Track SLAs, satisfaction, and backlog, and act on what the numbers show. AI and Continuous Improvement ● Automate with care. Use AI and automation to speed up troubleshooting, documentation, and reporting, with the right data safeguards. ● Fix it early. Spot gaps before they become recurring problems, then measure the results. Qualifications Required ● Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field. ● 8+ years in IT, including 4+ years leading service delivery or IT operations teams. ● A proven customer success track record with measurable results. ● ITIL 4 Foundation certification and the judgment to apply it practically. ● Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud, and security operations. ● Strong knowledge of RTSP, its applications in CCTV/video monitoring environment and DVR/NVR network infrastructure. ● Hands-on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus practical use of AI in IT operations. ● A history of coaching teams to communicate better and work more carefully. Preferred ● Managed services provider (MSP) experience. ● ITIL 4 Managing Professional or higher. ● Microsoft or security certifications such as MS-102, AZ-104, or Security+.