Manager - IT Support

Overview

Department: Technology

Location: Pune

At Shipco IT, we power the technology behind global logistics – ensuring systems, applications, and users stay connected across regions and time zones. As Manager – IT Support, you’ll lead global support operations, strengthen IT Service Management practices, and ensure a consistently high standard of service delivery.

You’ll collaborate closely with development, product, and business teams to improve service stability, manage SLAs and escalations, and drive continuous improvement across a 24x7 support environment.

This role is ideal for a leader who values accountability, collaboration, and operational excellence. At Shipco IT, support isn’t just about fixing issues – it’s about enabling people and systems to perform reliably, every day.

What You'll Do…

• Cross-Functional Coordination: Act as a bridge between IT support, development, and business teams to drive root cause analysis, track recurring application issues, and enhance overall service stability.
• Application Support Management: Oversee incident and service request management for business applications, collaborating closely with development and product teams to ensure timely resolution and minimal business disruption.
• Service Delivery & Incident Management: Manage IT support queues, monitor SLAs, handle escalations, and publish dashboards, KPI reports, and compliance reviews to ensure timely, high-quality service across global offices.
• Team Leadership & Development: Lead and mentor Assistant Managers and support teams in a 24x7 shift-based model, ensuring smooth workflows, effective communication, and a culture of accountability and collaboration.
• Process & Governance: Implement and improve ITIL-aligned practices for Incident, Problem, Change, and Release Management, and audit endpoint configurations, settings, and deployment SLAs using GPO and MDM solutions.
• Endpoint Security & Technology Management: Administer endpoint security through Sophos EDR, perform endpoint patching and maintenance (via WSUS, Atera, and other tools) and manage Office 365 user subscriptions, installations, and configurations.
• Automation & Tools Optimization: Drive automation initiatives using (Atera, GPO, PowerShell) and other platforms, manage monitoring tools such as (TeamViewer and Power BI) and ensure regular cleanup and optimization.
• Inventory, Asset & Procurement Management: Oversee hardware/software inventory, asset lifecycle management, procurement, licensing, and cost allocation for all IT resources.
• Strategic Planning & Budgeting: Manage budgeting for hardware refresh, network licenses, IT resource forecasting, and vendor coordination, ensuring cost-effective and future-proof IT operations.
  
  

• Bachelor’s degree (or higher) in Computer Science, Information Technology, or a related discipline.
• 15+ years of progressive IT experience, with at least 10 years in Service Delivery or IT Operations leadership.
• Strong understanding of ITIL processes (Incident, Change, Problem, Release, Service Request). ITIL certification is mandatory.
• Proven track record of managing global IT support operations, with expertise in queue management, SLA monitoring, and escalation handling.
• Hands-on experience with O365 administration, Active Directory, GPO, WSUS patching, vulnerability assessment, and endpoint security tools (such as Sophos, Atera, and TeamViewer).
• Experience in hardware/software asset management, license compliance, and IT procurement processes.
• Strong leadership skills with experience managing teams across multiple shifts and geographies.
• Excellent communication and stakeholder management skills, with the ability to collaborate with cross-functional teams across regions.
• Proficiency in automation scripting and deployment using PowerShell, GPO, and Atera.
• Experience with budget management, vendor coordination, and cost optimization in IT operations.
  
  

At Shipco-IT, we pride ourselves on our vibrant and supportive culture.

• Exciting Work Culture: Join our friendly, supportive team and start making a difference from day one
• Innovate Logistics: Help improve global efficiency and shape the future of logistics
• Collaborative Environment: Work with leaders in the industry in a creative and open culture
• Growth Opportunities: Reach your full potential with abundant professional and personal development options
• Competitive Compensation: Earn a salary that reflects your skills and expertise
• Awards and Recognition: For outstanding performance or significant contributions to the company's success

Join Shipco-IT and be part of a team that’s shaping the future of the transportation and logistics industry.

Visit us at www.shipco-it.com / www.shipco.com follow us on LinkedIn