ASSISTANT IT MANAGER JOB DESCRIPTION

Mid-sized and large enterprises routinely run multi-site IT environments where a single unmanaged vulnerability can trigger cascading outages across business units. The Assistant IT Manager owns the day-to-day stability of that environment, infrastructure availability, service desk operations, vendor delivery, and security compliance, while keeping longer-horizon infrastructure refresh and Business Continuity Planning on schedule. Reporting to the IT Manager or Head of IT, this role carries direct accountability for endpoint security posture and SLA adherence. Few positions at this level demand equal fluency in hands-on troubleshooting and contractor governance.

As the Assistant IT Manager, you are accountable for the reliable performance of enterprise IT infrastructure and internal systems, ensuring uptime targets, security standards, and project milestones are met across a multi-site corporate environment. You operate within the IT department under the IT Manager's oversight, coordinating across business units, external vendors, and a small technical team to translate operational requirements into stable, secure solutions.

Career Impact: Hands-on ownership of infrastructure strategy and vendor governance at this level positions you for progression to IT Manager within a typical two-to-four-year horizon in enterprise IT.

Business Impact: The uptime and security of the systems you maintain directly determine whether core business operations, from ERP transactions to cross-site communications, run without interruption for every department in the organization.

Growth Opportunity: Exposure to ITIL-aligned service delivery, disaster recovery planning, and cloud migration work expands your technical scope into architecture and governance responsibilities that are prerequisites for senior IT leadership roles.

• Maintain daily IT operations across infrastructure, end-user support, and hosted applications to meet agreed service levels.
• Monitor server health, backup completion, and network security logs to identify and resolve incidents before they affect business continuity.
• Coordinate with external vendors to ensure contracted deliverables, maintenance schedules, and service quality meet organizational requirements.
• Lead IT infrastructure projects from scoping through deployment, tracking scope, budget, and timeline against approved plans.
• Enforce IT security policies including patch management, endpoint protection, and access control in line with corporate security standards.
• Develop and execute Business Continuity Planning and Disaster Recovery tests to validate system resilience across sites.
• Prepare IT budget forecasts and maintain asset registers to support cost-effective resource planning and lifecycle management.
• Support business units by translating operational requirements into technical specifications and coordinating the rollout of new systems or process changes.

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or equivalent work experience.
• 3 or more years of IT operations or infrastructure support experience, with demonstrated involvement in project delivery and vendor management.
• Proficiency in Windows Server and desktop environments, including Active Directory, Office 365 administration, and network troubleshooting.
• Working knowledge of IT security principles covering patch management, endpoint protection, firewall controls, and vulnerability remediation.
• Proven ability to manage multiple concurrent projects and prioritize service requests within a structured ticketing or ITSM framework.
• Strong communication and stakeholder engagement skills, with experience coordinating across both technical and non-technical internal teams.
• Experience maintaining IT documentation, policies, and compliance records aligned to internal standards or regulatory requirements.

• ITIL Foundation certification or equivalent service management framework training applicable to enterprise IT environments.
• Experience administering or supporting an ERP platform within a multi-site corporate or manufacturing environment.
• Familiarity with cloud infrastructure services such as Microsoft Azure, AWS, or GCP, including hybrid on-premises and cloud configurations.
• Prior exposure to disaster recovery planning, BCP exercises, or formal IT risk register maintenance.

• System uptime percentage across core infrastructure and hosted applications, measured against agreed SLA targets.
• Mean time to resolution for service desk tickets, reflecting the efficiency of first- and second-level support operations.
• Patch compliance rate across managed endpoints and servers, indicating how consistently security standards are enforced.
• Vendor SLA adherence rate, measuring whether contracted service providers meet delivery and response obligations.
• IT project on-time delivery rate, tracking whether infrastructure and rollout projects close within approved timelines and budgets.
• Typical tools: ITSM platforms (commonly ServiceNow or Jira Service Management); infrastructure monitoring (commonly SolarWinds or PRTG); endpoint management (commonly Microsoft Intune or SCCM).

• Base Salary Range: $75,000 to $105,000 per year, depending on experience and location
• Bonus: Discretionary annual bonus of 5% to 10% of base salary
• Equity: Uncommon at this level; occasional RSU grants at larger enterprise employers
• Health Benefits: Medical, dental, and vision coverage; employer typically covers 70–80% of premiums
• PTO: 15 to 20 days annually plus public holidays; some employers offer sick leave separately
• Common Perks: IT certification reimbursement, home office stipend, on-call allowance, and professional development budget

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, including criminal history and employment verification, are a condition of employment for this role. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States without sponsorship now or in the future.

The Assistant IT Manager leads the sourcing, implementation, and management of application systems across service units, balancing IT security risks with business objectives to advance a 3-year IT Strategy aligned with the Agency Strategy. Serving as a bridge between users and contractors, this role collaborates with internal IT teams and external partners to deliver secure, stable solutions that enable effective organization and service delivery.

Key Responsibilities

• Execute the implementation plan to achieve IT strategy goals in alignment with corporate strategy.
• Assist the IT Manager to explore and identify IT solutions or technologies that satisfy user needs and comply with system and security standards.
• Provide service desk and IT infrastructure support to ensure a secure and stable IT environment.
• Assist the IT Manager to implement IT infrastructure projects, ensuring smooth execution against schedule, budget, user requirements, and security standards.
• Work with contractors to deliver quality deliverables and services in accordance with contract requirements and professional standards.
• Comply with security guidelines to protect the organization from IT security threats and maintain performance standards for service desk operations.
• Work with internal IT teams to provide robust, secure, and stable IT solutions, platforms, and environments.
• Establish and maintain effective relationships with internal stakeholders to understand their needs and provide timely recommendations.
• Establish and maintain effective relationships with external partners to share knowledge and explore collaboration opportunities.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Studies, Computer Science, or a relevant discipline.
• Minimum 3 years of post-graduation experience in business analysis and project management.
• At least 3 years as a Business Analyst with expertise in business process analysis and requirements elicitation.
• Experience in managing multiple projects simultaneously.
• Experience in technology domains across different administration and operating systems.
• Knowledge of digital technology is preferred.
• Strong stakeholder engagement and contractor management skills, with the ability to communicate effectively across different levels.
• Flexible, open-minded, and strong problem-solving ability.
• Availability for standby and relief emergency support outside of office hours.

Embedded within the internal IT function, the Assistant IT Manager owns end-to-end day-to-day IT operations spanning infrastructure support, application system resolution, and asset management across a retail and apparel environment. Working closely with business users and third-party vendors, this role delivers hands-on technical support and training that keeps operations running securely and efficiently.

Core Functions

• Enforce IT policies and procedures.
• Ensure smooth IT operations across offices, covering both infrastructure and application perspectives.
• Provide in-house application system support and problem resolution to internal users.
• Deliver regular training and prepare training materials.
• Lead IT project implementation.
• Maintain a knowledge base of previous support issues.
• Handle inquiries from users.
• Support IT hardware, including the repair and maintenance of laptops, desktops, mobile devices, and printers.
• Troubleshoot computer issues, network connectivity, and hardware and software problems.
• Assist with wireless and wired networking, video conferencing, and presentation systems.
• Remove malware and install security software to protect various systems.
• Analyze and recover user PCs when malfunctions occur.
• Support Microsoft O365 and web applications.
• Maintain the centralized asset register, including organizing and updating asset entries and other inventory lists.
• Assist with the logging and disposal of end-of-life equipment.

Qualifications & Experience

• Degree in Information Technology, Computer Science, or equivalent.
• Minimum 3 years of hands-on experience in internal IT support, covering both technical and software application support, preferably in the apparel or garment industry.
• Prior experience with Dynamics AX is preferred.
• Good knowledge of TCP/IP, network infrastructure, internet, security, and email technology.
• Knowledge of retail, apparel sourcing, or logistics industries is an advantage.
• Strong sense of responsibility, with self-motivated, proactive, and problem-solving skills.
• Ability to work under pressure, handle multiple tasks effectively, and work independently.
• Good command of spoken and written English; proficiency in Spanish, French, or Chinese is an advantage.
• Good interpersonal and communication skills with a team-player orientation.

Reporting to senior IT leadership, the Assistant IT Manager shapes local systems infrastructure, network availability, and multi-stakeholder IT service delivery within a globally connected organization. Partnering with business stakeholders and external vendors, this role drives project execution and budget management outcomes that keep IT operations aligned with broader business goals.

Primary Duties

• Ensure smooth day-to-day IT operations, including end-user support, and closely monitor IT service incidents and requests for timely resolution.
• Ensure local systems infrastructure and networks remain in good shape and maintain high availability.
• Work on assigned projects, ensuring project scopes, goals, timelines, resources, and deliverables are aligned with business goals, and track project progress promptly.
• Liaise between different business stakeholders to ensure smooth operations, support, and delivery of IT services.
• Prepare the annual IT budget and administer IT operating budgets.
• Build and maintain relationships with external vendors.

Skills & Qualifications

• Bachelor's degree in Computer Science, Business, Engineering, or Information Systems.
• Minimum 7 years of experience in Information Technology, with a focus on infrastructure, preferably with a global company.
• Hands-on experience in supporting and troubleshooting Windows OS platforms across both servers and desktops.
• Experience in supporting Office 365, Active Directory, networking, and backup solutions.
• Extensive experience in developing and enforcing standards and procedures for project deliverables, quality assurance, issue reporting, and change management.
• Strong analytical and troubleshooting skills, with the ability to quickly identify problems and implement solutions.
• Strong written and verbal communication skills and a positive, collaborative working attitude.

Sitting at the intersection of IT operations and manufacturing systems management, the Assistant IT Manager builds resilience across servers, ERP solutions, robotic welders, laser machines, and a broad range of production-critical technologies in a multi-site business. Operating across infrastructure, application support, and disaster recovery, this role reports to the Head of IT and co-manages one IT Support Engineer to sustain the manufacturing capabilities the business depends on.

Duties

• Maintain essential IT operations, including operating systems, security tools, applications, servers, Office 365, laptops, desktops, phone systems, MFPs, software, PC hardware, robotic welders, laser machines, machine tools, and MES.
• Work with the Head of IT to maintain control and resilience of systems across a multi-site business.
• Manage a range of applications responsible for helpdesk tickets.
• Implement and test major system upgrades.
• Manage the ERP solution.
• Deliver training on new technologies and work with the business to ensure adoption of new systems and processes.
• Develop and execute disaster recovery procedures and maintain data backups.

Requirements

• Experience with an ERP system, including system administration and management, is ideal.
• Experience with wireless access point management is ideal.
• Experience with firewalls and VPN is ideal.
• Experience with MFA is ideal.
• Excellent knowledge of Windows 10/11 and Windows Server 2019.
• Knowledge of Office 365.
• Knowledge of Hyper-V virtualization.
• Knowledge of cybersecurity essentials.
• Knowledge of SQL Server and SSRS Reporting is ideal.
• Good communication skills and ability to liaise with third-party companies.

A key member of the hotel's operations team, the Assistant IT Manager delivers day-to-day support and troubleshooting for in-house software, hardware, and guest internet access while leading digital transformation initiatives across core hotel systems. Collaborating across business stakeholder groups and remaining on 24/7 standby, this role ensures stable, secure IT services that directly support guest experience and property-wide operational continuity.

Functions

• Check daily backups, system interfaces, server hardware, and logs.
• Work with vendors on software and hardware conflicts.
• Follow up on all service orders forwarded to the IT department.
• Document and archive all correspondence and troubleshooting activities, and follow up on supplier visits and maintenance.
• Perform anti-virus monitoring and firewall and network security log reviews.
• Provide day-to-day support and troubleshooting of all in-house software and equipment, including desktops, laptops, printers, and hotel guests' internet access.
• Work with key business stakeholders on IT systems, applications, and operational process improvement and digital transformation initiatives.
• Remain on standby 24/7 to resolve issues arising from the hotel's core systems.
• Provide IT assistance and advice to existing and new properties as required.

Experience & Qualifications

• Bachelor's degree in Computer Science or Computer Technology.
• 3–5 years of experience in a similar capacity.
• Knowledge of and hands-on experience with hospitality industry-related systems is an advantage.
• Strong troubleshooting and critical thinking skills.
• Demonstrated problem-solving and solution development skills applicable to both technical and non-technical users.
• Good interpersonal skills and a team-player orientation.

Sustaining retail store openings and technology rollouts depends on the Assistant IT Manager, who translates business requirements into technical specifications and manages vendors to set up IT infrastructure across renovation and new-store events. Based within the regional IT team and collaborating closely with business and domain stakeholders, this role monitors retail technology performance and supports budget planning to advance the store transformation agenda.

Accountabilities

• Manage technology setup for store renovation and opening events.
• Work closely with business teams on budget planning and resource allocation.
• Participate in the planning and execution of change management.
• Collect and translate business requirements into technical requirements and specifications.
• Manage vendors to set up IT infrastructure.
• Assist in testing and provide training.
• Coordinate with the regional IT team on new application rollouts.
• Monitor usage and feedback of retail technologies.

Technical Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
• Qualifications or certifications in project management and infrastructure are a bonus.
• Hands-on experience in store technology setup or transformation and retail application implementation.
• Strong experience in retail infrastructure, including network, digital workplace, and security fundamentals.
• Experience in monitoring tools to diagnose and resolve performance issues in collaboration with domain experts.
• Good understanding of retail processes and store operation principles.
• Excellent project management and interpersonal skills.

As the Assistant IT Manager, this role leads IT operations, infrastructure strategy, and service delivery across the APAC region, encompassing system availability, vendor management, hardware refresh, and endpoint security. The regional IT team relies on this work to serve business units effectively, with the role managing technical staff, producing service reports, and shaping IT policies and architecture that support key applications and future capacity planning.

Activities

• Oversee and manage the operations of internal IT across the APAC region.
• Lead IT projects, including the design and deployment of new IT systems and services.
• Ensure continuity, availability, and performance of internal IT systems.
• Build and maintain a strong monitoring system to ensure system availability.
• Manage infrastructure obsolescence and hardware refresh.
• Support the application and development team in building a robust infrastructure platform for key applications.
• Define IT infrastructure strategy, architecture, and processes.
• Define policies and processes for IT services and partner connectivity.
• Produce training plans and materials for end users and the technical team.
• Work closely with business units to forecast future needs and plan budgets.
• Produce service reports and lead IT service delivery meetings.
• Ensure overall IT security of user endpoints and infrastructure.
• Lead a team of technical staff in delivering IT services.
• Manage and oversee the delivery of vendor-provided services and maintenance.

Position Requirements

• ITIL v4 certified.
• Minimum 8 years of experience in managing IT operations in a medium- to large-sized organization.
• At least 5 years in a leadership role.
• Familiarity with current infrastructure technology covering compute, voice, network, security, and end-user services.
• Good knowledge of on-premises and cloud-based infrastructure and services, including GCP, AWS, and Microsoft 365.
• Strong troubleshooting skills and knowledge of high-level troubleshooting concepts and methodology.
• Willingness to travel regionally.
• Ability to meet tight deadlines and work under pressure.
• Strong team-player attitude with high self-motivation.

Assistant IT Manager oversees information technology and computer systems, leading the planning, design, and coordination of IT policies, security structures, and annual budget cycles within a Japanese, international, or joint-venture organization. The work directly supports data security, system performance, and cost-effective IT operations by managing staff performance and ensuring compliance with Windows 365, VPN, and asset management standards.

Operational Focus

• Manage information technology and computer systems.
• Plan, organize, control, and evaluate IT and electronic data operations.
• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising performance.
• Design, develop, implement, and coordinate systems, policies, and procedures.
• Ensure security of data, network access, and backup systems.
• Identify problematic areas and implement strategic solutions.
• Audit systems and assess their outcomes.
• Preserve assets and maintain information security and control structures.
• Manage the annual IT budget and ensure cost-effectiveness.

Knowledge Skills & Abilities

• Bachelor's degree or above in Information Technology or a related field.
• Minimum 3 years of experience in IT management, preferably in a Japanese, international, or joint-venture organization.
• Experience in IT management, including policy development and implementation.
• Experience in IT asset management.
• Knowledge of IT security, Windows 365, and VPN.
• Good analytical and conceptual skills.
• Good communication, presentation, and English communication skills at a business level.
• Ability to work effectively in a dynamic and fast-paced environment.

The Assistant IT Manager produces first- and second-level end-user support, leads Business Continuity Planning exercises, and maintains a patch management program to address known vulnerabilities within a financial or banking environment. Reporting through a structured compliance and governance framework, this role collaborates with a Chinese-speaking head office and internal stakeholders to deliver secure, policy-aligned IT services that protect the organization and its users.

Key Deliverables

• Provide first-level IT support, either face-to-face or over the phone, to help set up systems or resolve issues.
• Facilitate new user onboarding by setting up PCs, IT-related equipment, and conducting IT familiarization training.
• Assist users in the setup and use of common IT facilities, including video conferencing and audio conferencing.
• Lead infrastructure strategies and manage technology operations.
• Set up and ensure backups are running.
• Maintain the IT facilities in the computer room.
• Supervise vendors in the performance of routine and regular servicing of IT facilities.
• Manage the security of the computer room by reviewing and approving access requests and escorting visitors.
• Document, review, and maintain internal policies and procedures in line with head office and regulatory requirements.
• Maintain IT security through a patch management program to address known vulnerabilities.
• Maintain, track, and update the IT risk register.
• Plan and execute Business Continuity Planning exercises.
• Support IT Disaster Recovery tests locally and with the head office.

Professional Experience

• Diploma or Bachelor's degree in Computer Science or an equivalent IT-related qualification.
• Experience in the financial or banking industry is preferred.
• Proficient in spoken and written English and Chinese to liaise with Chinese-speaking headquarters counterparts.
• Well-versed in providing first- and second-level end-user support.
• Knowledge of IT support, IT infrastructure, and networking.
• Excellent interpersonal skills that build trust and instil confidence, with the ability to motivate and influence others.
• Ability to adapt to change, work proactively and independently, and take responsibility for own work.
• Excellent time management skills, with a hardworking and efficient approach.
• Strong reasoning and logical thinking skills.

Embedded within the hotel's IT department, the Assistant IT Manager develops day-to-day support for business systems, office networks, computer systems, and telephony, ensuring strong operational continuity and minimal system outages for all internal users. Working closely with all hotel departments and external technology providers, this role advances the organization's understanding of legal IT governance requirements and identifies current and future system needs to support long-term service quality.

Areas of Ownership

• Ensure consistently strong operational support for all internal hotel IT systems and users, minimizing system outages.
• Supervise the IT department on a daily basis.
• Maintain excellent product knowledge and apply it to deliver full system benefits.
• Understand the legal requirements on IT governance and security.
• Handle IT issues that arise efficiently and completely.
• Identify current and future system needs and provide solutions.
• Build strong internal working relationships with all hotel departments.

Education & Experience

• Previous IT management experience, preferably in the hotel, leisure, or service sector.
• Experience with Microsoft systems.
• Experience with hotel applications, including Fidelio and Micros, is preferred.
• General understanding of IT infrastructure trends and technologies, including networks, databases, business applications, and development methodology.
• Current technical skills and knowledge of technology.
• Ability to plan and develop contingency plans where necessary.
• Excellent organizational, interpersonal, and attention-to-detail skills.
• Willingness to develop team members and self.