Position Summary
The IT Manager is responsible for managing the company's overall information technology environment, ensuring that systems, infrastructure, applications, networks, devices, and data are reliable, secure, properly documented, and aligned with business requirements.
The role will lead the standardization and improvement of IT processes, manage day-to-day technical support, strengthen cybersecurity and data protection, oversee IT assets and vendors, and support the implementation and integration of business systems such as HRIS, POS, inventory, accounting, ERP, CRM, and other operational platforms.
The IT Manager will work closely with management and all departments to identify technology requirements, improve business processes through appropriate technology, and ensure continuity of critical IT services.
Key Responsibilities
1. IT Infrastructure & Operations
- Manage the company's computers, servers, networks, internet connectivity, Wi-Fi, printers, mobile devices, CCTV-related IT infrastructure, and other technology assets.
- Ensure critical IT systems are available, reliable, properly configured, and maintained.
- Monitor system performance and proactively address technical issues.
- Establish preventive maintenance schedules for IT equipment and infrastructure.
- Manage user accounts, email accounts, access permissions, shared drives, and other company technology resources.
- Develop procedures for employee onboarding, transfers, and offboarding from an IT access perspective.
- Maintain appropriate backup, recovery, and business continuity procedures.
2. IT Policies, Processes & Documentation
- Conduct an assessment of existing IT systems, processes, equipment, licenses, vendors, and documentation.
- Develop and maintain comprehensive IT policies, procedures, standards, and SOPs.
- Ensure proper documentation of:
- IT assets and equipment
- Hardware and software configurations
- User access and permissions
- Network and system architecture
- Software licenses and subscriptions
- Backup and recovery procedures
- Cybersecurity procedures
- Incident management
- Change management
- Vendor and service provider information
- Maintain an updated IT inventory and documentation repository.
- Establish standardized processes for requesting, approving, purchasing, issuing, transferring, and disposing of IT equipment.
3. Cybersecurity & Data Protection
- Develop and implement appropriate cybersecurity policies and controls.
- Manage antivirus, endpoint protection, firewalls, access controls, multi-factor authentication, and other security measures.
- Regularly review user access and remove unnecessary or unauthorized permissions.
- Establish password, account management, acceptable-use, and information security policies.
- Monitor and respond to potential cybersecurity incidents.
- Ensure company data is appropriately backed up and recoverable.
- Coordinate security awareness and basic cybersecurity training for employees.
- Work with management to ensure technology practices support applicable data privacy and confidentiality requirements.
- Develop incident response and disaster recovery procedures.
4. Business Systems & Digital Transformation
- Support the evaluation, selection, implementation, migration, and administration of company business systems.
- Provide technical leadership for systems such as:
- HRIS
- Point-of-Sale (POS)
- Inventory Management
- Accounting and Finance Systems
- ERP
- CRM
- Payroll Systems
- E-commerce Platforms
- Collaboration and Productivity Tools
- Work with department heads to document business and system requirements.
- Assess opportunities to automate manual processes and improve operational efficiency.
- Coordinate data preparation, cleansing, migration, system configuration, testing, and deployment.
- Manage integrations between business applications where necessary.
- Ensure systems have appropriate user access controls and security configurations.
- Develop or coordinate user training and system documentation.
- Monitor system adoption and recommend improvements after implementation.
5. IT Support & Service Management
- Establish an organized process for receiving, prioritizing, tracking, and resolving IT support requests.
- Provide or oversee technical support to employees.
- Troubleshoot hardware, software, network, email, printing, connectivity, and application-related issues.
- Establish appropriate response and resolution targets based on issue severity.
- Maintain records of recurring technical issues and implement permanent solutions where possible.
- Develop basic user guides and troubleshooting documentation.
- Ensure employees receive appropriate IT setup and access before or upon joining the company.
6. IT Asset Management
- Maintain a complete and accurate inventory of company IT assets.
- Track equipment assignment by employee, department, and location.
- Maintain records of serial numbers, specifications, purchase dates, warranties, repairs, and equipment condition.
- Manage issuance and return of IT equipment.
- Conduct periodic physical IT asset audits.
- Recommend replacement or upgrade schedules based on equipment condition and business requirements.
- Ensure proper and secure disposal of obsolete equipment and company data.
7. Vendor, Procurement & License Management
- Manage relationships with internet providers, software vendors, hardware suppliers, IT contractors, and other technology service providers.
- Evaluate vendor proposals and recommend solutions based on cost, functionality, security, scalability, and business requirements.
- Coordinate IT purchasing and procurement requirements.
- Maintain records of software licenses, subscriptions, warranties, contracts, and renewal dates.
- Monitor technology costs and identify opportunities to optimize spending.
- Ensure the company uses properly licensed software and authorized technology services.
8. IT Project Management
- Plan and manage IT projects from requirements gathering through implementation.
- Develop project timelines, budgets, responsibilities, milestones, and implementation plans.
- Coordinate internal stakeholders and external vendors.
- Identify project risks and develop mitigation plans.
- Conduct testing and user acceptance before system deployment.
- Manage system rollouts and change-management activities.
- Provide regular project status updates to management.
9. IT Budgeting & Planning
- Prepare and manage the annual IT budget.
- Forecast hardware, software, licensing, infrastructure, cybersecurity, and system requirements.
- Recommend technology investments based on business priorities.
- Evaluate total cost of ownership and return on technology investments.
- Develop an IT roadmap aligned with the company's growth and operational plans.
10. Team Management & Governance
- Lead and supervise IT staff, technicians, contractors, or outsourced service providers as applicable.
- Assign responsibilities and establish performance expectations.
- Develop the technical capabilities of the IT team.
- Establish appropriate segregation of duties and administrative access controls.
- Ensure major IT changes and purchases follow appropriate approval processes.
- Regularly report significant IT risks, incidents, projects, and requirements to management.
Key Initial Deliverables
The IT Manager will be expected to prioritize the following:
- Conduct a company-wide IT audit and assessment covering hardware, software, networks, systems, security, licenses, vendors, and existing processes.
- Establish a complete IT asset inventory and equipment accountability system.
- Develop an IT policies, procedures, and documentation framework.
- Review and strengthen cybersecurity, access controls, backup, and disaster recovery procedures.
- Establish a standardized IT help desk and support process.
- Review existing business applications and identify opportunities for system integration, automation, and digitalization.
- Support the implementation and integration of the company's HRIS and other business systems.
- Develop an IT infrastructure and systems roadmap, including priorities, budget requirements, and implementation timelines.
