IT Manager
SnoonuSacramento, CA, US23 hours ago
Job type
- Full-time
Job descriptionMaster's degree in IT Management, Business Administration, or related discipline Relevant certifications (e.g., ITIL, PMP, CISSP) Experience with ERP systems and application integrations Experience building deployment roadmaps and process flows in Miro, and maintaining runbooks / knowledge bases in Notion Strong understanding of IT security and compliance standards Experience in vendor management Leadership and Management : Lead, mentor, and manage the IT team, including recruitment, training, and performance evaluations. Develop and implement IT policies, procedures, and best practices. Ensure IT compliance with regulatory requirements and internal security standards. IT Infrastructure and Operations : Oversee the design, implementation, and maintenance of Corporate IT Infrastructure, Support Procedures, Disaster Recovery, and Business Continuity plans. Lead end-to-end site commissioning : procurement specs, equipment orders, on-site installations (network, CCTV, POS, printers, Sunmi devices), and final sign-off. Manage asset lifecycle for new sites : assign assets, update master inventory, verify hardware health, and archive compliance docs. Ensure system availability, reliability, and performance through proactive monitoring and maintenance. Manage day-to-day IT support services, ensuring timely and effective resolution of user issues. Evaluate emerging technologies and recommend solutions to enhance efficiency and effectiveness. Project Management : Plan, execute, and manage IT projectsranging from system upgrades to new solution deploymentsensuring on-time, on-budget delivery. Coordinate cross-functional teams and stakeholders to integrate IT solutions seamlessly into business processes. Track project progress, manage risks, and communicate status updates to senior leadership. Maintain comprehensive and up-to-date project documentation. Security and Compliance : Implement and maintain IT security measures (e.g., firewalls, endpoint protection, access controls) to safeguard data and systems. Ensure ongoing compliance with relevant data protection regulations and industry security standards. Develop, update, and enforce IT security policies and incident response procedures related to IT procedures, conduct regular security audits and vulnerability assessments, and remediate findings in collaboration with the Security Team. Stakeholder Communication : Act as the main point of contact for IT matters with internal stakeholders, effectively communicating IT initiatives, service updates, and incident resolutions. Provide regular reports on IT performance, projects, and budget status to senior management. Maintain a high level of customer service and responsiveness to user requests. System Uptime : Maintain 99.9% or higher uptime for critical systems Project Delivery Timeliness : Achieve on-time delivery for at least 90% of IT projects IT Budget Adherence : Keep actual spending within 5% deviation of the approved budget IT Support Satisfaction : Secure 90%+ positive feedback from end-users on support services IT Compliance Rate : Ensure 100% compliance with all relevant regulations and internal policies IT Process Improvement : Manage major and minor process improvements each quarter within the IT team, or for IT's customers
IT Manager
At Snoonu, we believe that technology has the power to make anything possible. Our vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time. Our mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
The IT Manager will lead the overall IT strategy, operations, and infrastructure for the organization. This role involves overseeing the IT team, managing IT budgets, ensuring system security and reliability, and aligning IT initiatives with business objectives. The IT Manager will be responsible for driving technology-enabled improvements, managing IT projects, and ensuring the delivery of high-quality IT support across the organization. Occasional travel to satellite offices or operational sites and after-hours availability for critical incidents are required.
Qualifications :
- Bachelor's degree in Information Technology, Computer Science, or a related discipline
- At least 5 years in IT including hands-on support / engineer and leadership roles with proven success turning around underperforming support teams
- Deep expertise running an enterprise IT support function :
- Service?desk operations, SLA management, ticket triage / escalation (Tier 13)
- End-user support across Windows, macOS, mobile, POS, printers, and VoIP
- Advanced troubleshooting toolkit : diagnose and resolve complex infrastructure, network, cloud or application issues end-to-end
- Fast situational assessment : analyze critical incidents, define options, execute fixes under tight timelines
- Proven mentor and coach : teach staff systematic troubleshooting, root-cause analysis, and durable solution design
- Skilled in ITSM tools and automationespecially Jira configuration, workflow automation, dashboards and reports
- Strong project management skills with experience in process mapping, continuous improvement, and change management
- Excellent communicator : translate technical issues into clear guidance for end-users, site teams, and senior stakeholders
- Big-picture systems thinker : architect scalable support processes and knowledge bases for both routine tickets and major roll-outs
Good to Have :
Responsibilities :
Key Performance Indicators (KPIs) :
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It Manager • Sacramento, CA, US
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