Description :

Grade: L3
Location: Islamabad
Department: Commercial & Strategy
Reporting to: Manager Digital Acceleration
Last date to apply: 6th August 2025

Role Overview:

The Manager IT Support & Enterprise is responsible for complete setup, operation, maintenance and support of Deodar IT infrastructure, services, software and applications. This role will assist the line management to ensure smooth functioning of enterprise-wide IT facilities at Deodar across all its offices/locations.

What does Manager IT Support & Enterprise do?

This role is primarily responsible for managing the day-to-day IT Operations, IT Teams and Service Providers defining standard operating procedures, optimizing processes and ensuring availability of services.

• Team Management includes leading the team comprising employees and/or vendor-based managed services, developing processes and improving overall user experience.
• Service Desk Management to oversee the IT Service Desk Team, ensuring efficient and effective support for end-users while managing incidents and service requests.
• Service Level Management ensuring Service Level Agreements (SLAs) are well managed for IT support services and ensure compliance with SLAs while achieving and maintaining operational excellence.
• Vendor & Third-Party Management comprising coordination with external vendors and third-party service providers to manage services and support contracts, resolve issues, and ensure that service expectations are met.
• Budget Planning including CAPEX and OPEX in line with the organization’s business plans.
• System & Application Monitoring to monitor the performance and availability of critical enterprise systems e.g. ERP, CRM, infrastructure and take proactive measures to ensure they operate smoothly. Complete set up and management of Data Room.
• Business Continuity and Disaster Recovery Planning to ensure there is a plan and preparation ready to cater for any challenges that can disrupt the enterprise-wide facilities, data storage and dependencies.
• Reporting & Documentation to maintain comprehensive documentation of support procedures, systems configurations, and service requests. Provide regular reports to management on support metrics, incidents, and improvement initiatives.
• Change Management for planning and implementation of system upgrades, patches and other changes. Ensure that proper change control processes are followed.
• Continuous Improvement: Identify areas for improvement in IT support processes and develop strategies for increasing efficiency, reducing downtime and improving user satisfaction.

Requirements

What does it take to be Manager IT Support & Enterprise? 

• A Master’s degree in Information Technology, Computer Science, Business Management.
• 10 – 12 years of experience in IT Services, experience in IT support, with at least 4-6 years in a leadership or managerial role.
• Proven track record of managing escalations and improving customer satisfaction.
• Experience working in a global, 24x7 support environment.
• Ticket resolution time and SLA adherence.
• Team performance and retention & Contracting Managed Services.
• Lead and mentor a team of enterprise support specialists, ensuring 24x7 coverage and efficient ticket handling.
• Develop, track, and report on key performance indicators (KPIs) such as site uptime, response/resolution time, and customer satisfaction.
• Oversee incident, request, change, and problem management processes in alignment with ITIL standards.
• Good understanding of software and telecom industry.
• Preferred certifications: ITIL, PMP, Microsoft.
• Knowledge of cybersecurity best practices.
• Good familiarity with cloud environments and services (e.g., AWS, Azure).
• Knowledge of enterprise IT support, ERP systems (SAP, Oracle, Microsoft Dynamics, etc.), financial applications, and cross-functional collaboration to deliver scalable, secure, and efficient technology solutions.
• Experience in completing complex projects and working with cross-functional teams.
• Understanding of TowerCo business model, experience with TowerCo industry preferred.
• Result-oriented, adaptable and positive mindset.
• Excellent customer service and interpersonal skills.
• Sound knowledge of IT systems migration and ERP business solutions.
• Strong communication, coordination and presentation skills.
• Teamwork and collaboration.

Benefits

Why Join Deodar TowerCo?

Deodar TowerCo is committed to delivering high-quality tower infrastructure solutions. As part of our team, you will play a crucial role in ensuring operational excellence and logistical efficiency, empowering digital connectivity across Pakistan. We offer a collaborative work environment, opportunities for professional growth, and the chance to be part of a dynamic and innovative company.