Manager, IT Services and Support

Job Responsibilities:

• Lead, mentor, and manage the IT Support team by optimizing daily operations, ensuring balanced workload distribution, and monitoring performance metrics to achieve efficient problem resolution and service request fulfillment
• Design, implement, and refine IT support processes and best practices to improve operational efficiency and deliver high-quality technical assistance to users
• Drive continuous improvement initiatives within IT support operations, with a focus on enhancing user satisfaction, streamlining workflows, and leveraging modern support tools and technologies
• Oversee IT asset and inventory management for end-user hardware, software licenses, and peripherals, ensuring compliance and optimal resource utilization
• Build and maintain strong relationships with end-users, actively seeking feedback to identify recurring issues and opportunities for enhancing the user experience
• Manage vendor relationships for IT support tools and hardware contracts, ensuring compliance with service agreements and fostering effective collaboration
• Provide strategic input into IT project planning to ensure proper support readiness for new technologies and services, including the preparation of the IT Support team for deployment
• Develop and maintain a comprehensive knowledge base and self-service resources to empower users to resolve common IT issues independently, thereby reducing ticket volume and improving efficiency

Safeguarding Responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the program's goals on safeguarding implementation
• Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment
• Practice, promote, and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action
• Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so

Qualifications

Education:

• A Bachelor's Degree in Computer Science and Engineering, or a related discipline
• Possession of relevant and industry-recognized certifications such as ITIL 4, CompTIA A+, Microsoft 365 Certified, or equivalent will be preferable

Experience:

• Minimum 8 years in IT operations/support, including a minimum of 3 years in a leadership role

Additional preferred skills:

• In-depth understanding and practical application of ITIL principles
• Strong knowledge of Windows and macOS operating systems, common business applications, and network fundamentals
• Expertise in backup methodologies, data recovery strategies, business continuity planning, and IT system monitoring tools
• Proven ability in IT asset lifecycle management, software licensing compliance, and effective vendor relationship management
• Solid understanding of cybersecurity threats, endpoint security measures, and data protection best practices
• Comprehensive knowledge of computer hardware and peripherals, with advanced troubleshooting capabilities

Salary and Benefits:

Salary:
As per company policy

Benefits:
Provident Fund, Gratuity, Festival Bonus, Performance Bonus, Health & Life Insurance, and others as per organization policy

Job Location:
Dhaka

Application Deadline:
December 14, 2025

BRAC believes that everyone we work with including our staff, programme participants, partners, and the communities have the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation including sexual exploitation and abuse (SEA). We uphold human dignity and inclusion for all, regardless of age, race, religion, gender, disability, ethnic origin, or socio-economic condition. We are an equal opportunity employer. We especially encourage those who have shown resilience—who have faced personal struggles, bounced back, and kept pushing forward—to apply.