Licious - Information Technology Manager

Position Title : Manager IT.

Location : Bangalore Head Office (with travel to stores & warehouses as needed).

Department : IT / Technology.

Reporting To : Head of IT.

Job Type : Full Time Onsite.

Position Summary :

We are looking for a dynamic and hands-on IT Manager to lead and oversee end-user IT support operations across Corporate (HO), Warehouses, and Retail Stores.
This role requires a balance of technical expertise, team leadership, and service delivery excellence.

The candidate will manage a distributed support team, ensure uptime across all business locations, drive IT service improvements, and coordinate with cross-functional and vendor teams to meet business SLAs.

Key Responsibilities IT Support (HO) :

- Lead day-to-day support for corporate users across departments (HR, Finance, Product, Legal,

etc.

- Oversee IT asset lifecycle management (laptops, desktops, printers, conferencing tools).

- Manage IT onboarding/offboarding, application access, and account provisioning (AD, O365,

Slack, Jira, etc.

- Handle escalations and provide L2/L3 troubleshooting support for enterprise tools.

- Drive compliance across corporate devices (ISO standards, endpoint security, DLP).

- Collaborate with system, cloud, and security teams for infrastructure integration and support.

Retail (Store) IT Support :

- Ensure uninterrupted POS operations, device uptime, and prompt support across all stores.

- Lead IT support for store devices (POS, printers, scanners, handhelds, routers, access points).

- Coordinate with field engineers and vendors for any IT issues or device replacements.

- Manage store IT readiness for new launches, refurbishments, and relocations.

- Drive preventive maintenance, ticket resolution SLAs, and field issue escalations.

- Maintain store IT audit checklist and ensure IT infra compliance across regions.

Warehouse & Logistics IT Support :

- Oversee IT operations across fulfilment centers, DCs, and warehouses.

- Support scanning systems, handheld terminals, dock printers, WMS/ERP portals, and CCTV.

- Ensure stable wired/wireless networks, APs, firewall/router setups, and backup link

availability.

- Resolve shift-level operational issues and implement IT support coverage based on warehouse schedules.

- Track asset availability for replacements (handhelds, printers, APs) and raise POs as needed.

- Collaborate with supply chain and operations to ensure system continuity and quick turnarounds.

Team Management :

- Manage a team of 1215 onsite and remote IT engineers across HO, store, and warehouse

locations.

- Set up shift schedules, assign ticket queues, and drive performance tracking (SLA, FCR, CSAT).

- Provide mentorship, skill-building, and regular feedback to improve team effectiveness.

- Conduct periodic reviews, audits, and training on tools and SOPs.

Service Delivery & Tools :

- Own SLA and CSAT metrics across all support channels (corporate, retail, warehouse).

- Use tools like Jira for ticketing and ITSM workflows.

- Monitor performance through dashboards and reports; drive RCA-based process

improvements.

- Maintain documentation (SOPs, KEDBs, playbooks, user guides) and ensure timely updates.

Network & Infrastructure Support :

- Understand and support basic network components : switches, routers, APs, DNS, DHCP,

VLANs.

- Coordinate with internal Infra/Network teams and external ISPs for uptime and escalations.

- Participate in infra upgrades, migration projects, and support readiness across sites.

- Maintain IP allocation, cabling layouts, and escalation SOPs for all locations.

Required Skills & Qualifications :

- 7 - 9 years of total IT experience, with 3+ years in a managerial capacity.

- Proven experience managing IT support in retail, warehouse, and corporate environments.

- Strong knowledge of end-user computing, basic networking, and enterprise tools.

- Hands-on with ITSM tools like ManageEngine, Jira, or ServiceNow.

- Good understanding of POS systems, WMS tools, handheld scanners, and label printers.

- Excellent communication, documentation, problem-solving, and stakeholder engagement

skills.

- Exposure to ISO, ITIL practices, and internal audit processes.

- Willingness to travel to stores/warehouses when required.

Educational & Certification Requirements :

- Bachelors degree in computer science, IT, or a related field (or equivalent experience).

- Preferred Certifications : ITIL Foundation ,GWS& IT Product related certs (ref:hirist.tech)

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