IT Support Manager

Founded to transform retail finance, Ajaib Group is an Indonesian fintech unicorn breaking barriers to financial access. Having recently secured a $270M Series C-the single largest funding round in Southeast Asia over the past four years-we are backed by premier global investors including Y Combinator, Ribbit Capital, SoftBank, and SBI Holdings.

To build world-class products, we assemble world-class talent. Supported by our fully remote work arrangement, our team spans Eastern Europe, the Middle East, India, and Southeast Asia, allowing you to work with brilliant engineers and builders from around the globe from wherever you are. We operate with an impact-driven purpose where everyone is the owner of our customers' satisfaction. Driven by a growth mindset and a fierce will to win, we refuse to settle and constantly push engineering boundaries.

Role Overview

As an IT Support & Project Manager, you will oversee day-to-day IT support and operations while leading key IT projects. You will work closely with internal stakeholders to ensure IT services and systems effectively support business needs, while driving continuous improvements across IT processes, infrastructure, and overall user experience.

Responsibilities

• Lead day-to-day IT support and ensure timely resolution of hardware, software, and system-related issues.
• Manage service requests, incidents, and escalations, ensuring proper tracking and resolution.
• Coordinate the installation, configuration, and maintenance of IT systems, software, and peripherals.
• Collaborate with internal stakeholders and IT team members to identify opportunities to improve IT processes and user experience.
• Lead and manage IT projects from planning through implementation, ensuring timely delivery and alignment with business needs.
• Develop and maintain documentation for IT processes, policies, procedures, and project-related activities.
• Provide guidance and training to employees on new systems, software, and IT processes.
• Monitor project progress, identify potential risks or issues, and drive appropriate mitigation actions.
• Support the continuous improvement of IT infrastructure, processes, and services.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 6+ years of experience in IT project management, IT support, or IT operations, with experience in a managerial or team lead capacity.
• Strong understanding of Windows and macOS operating systems, IT infrastructure, and end-user support.
• Good knowledge of networking concepts, including LAN/WAN, VPN, and troubleshooting.
• Experience managing IT projects, vendors, service requests, and escalations.
• Strong problem-solving, analytical, and decision-making skills.
• Strong communication and stakeholder management skills, with the ability to work effectively across teams.
• Ability to manage multiple priorities, projects, and resources in a fast-paced environment.
• Proactive and adaptable, with a willingness to learn and implement new technologies.

Benefits

• Performance Bonus - Get rewarded for the impact you make
• Private Insurance - Comprehensive health coverage for you
• Paid Time Off - Take the time you need to recharge and come back stronger
• Learning & Development - Company-sponsored training, courses, and professional certifications
• Hybrid Work Arrangement - Enjoy the flexibility of working both remotely and from the office
• Career Growth - Work closely with experienced leaders and take on meaningful ownership as we scale
• Employee Perks - Enjoy exclusive discounts, partnerships, and lifestyle perks
• Collaborative & High-Ownership Culture - Work with smart, driven people in cross-functional teams, take ownership, and make a meaningful impact for our users.