IT Manager / IT Administrator (SMB) Job Description Template

Manage and maintain all IT infrastructure Oversee all hardware, software, networks, and cloud services to ensure reliable daily operations. This includes servers (on-prem or cloud), network devices, user endpoints, and peripherals. Monitor system performance and uptime, proactively addressing issues to minimize disruptions.

Implement security measures and data protection Develop, enforce, and update IT security policies (firewalls, antivirus, access controls) to safeguard company data. Maintain regular data backups and a disaster recovery plan to protect against data loss. Continuously monitor for security breaches or vulnerabilities and respond to incidents in line with best practices and compliance requirements.

Oversee IT support and user services Manage the IT help desk function, ensuring prompt response to technical support tickets and incidents. Troubleshoot and resolve hardware/software issues for employees in a timely, customer-friendly manner. Provide training or guidance to staff on

using technology tools securely and effectively. Ensure all employees have the IT resources and access needed to do their jobs (accounts, devices, software).

Plan and execute IT projects and upgrades Lead projects such as deploying new systems, implementing software upgrades, or setting up IT for new office locations. Define project scope/ timelines, coordinate resources (including any external vendors or consultants), and ensure projects are delivered on time and within budget. Manage changes (e.g. major system updates, cloud migrations) to minimize disruption, including communication and training around those changes.

Develop and manage IT budgets and vendors Forecast IT needs and prepare the IT budget, balancing cost-effectiveness with business requirements. Track IT spending and optimize costs

(e.g. negotiating contracts or choosing cost-efficient solutions). Evaluate and manage vendor relationships for services like internet, software subscriptions, managed services, and equipment procurement. Ensure the company is getting best-value services and that vendors meet agreed service levels.

Align IT strategy with business goals Work with leadership and other departments to identify technology needs or improvements that will enhance productivity, efficiency, or growth Propose and implement solutions that support business strategies (for example, introducing a CRM system to improve sales tracking, or enabling remote work capabilities). Conduct cost-benefit analyses for major tech initiatives

and advise management on IT opportunities and risks in business terms.

Maintain IT documentation and compliance Keep detailed documentation of IT assets (inventory of hardware/software), network diagrams, configurations, and standard operating procedures. Document support resolutions for future reference. Develop and enforce IT policies (acceptable use, password policy, etc.) and ensure compliance with any industry regulations or data protection laws relevant to the business. Regularly review and update policies/procedures to reflect changes in technology or compliance requirements.

(If applicable) Lead and mentor IT staff If the SMB has additional IT support staff or technicians, provide leadership and direction to the IT team. Delegate tasks effectively, ensure IT staff follow best practices, and foster a culture of continuous improvement and customer service. Conduct performance evaluations, identify training needs, and mentor junior team members in developing their skills. (Note: In many SMBs, the IT Manager might be an individual contributor with outsourced support; in those cases this responsibility would shift to coordinating external IT support contractors or MSPs.)

Network administration: Strong understanding of networking (TCP/IP, DNS, DHCP, routing, switching, Wi-Fi) to manage LAN/WAN connectivity and troubleshoot network issues. Ability to configure routers, firewalls, VPNs and ensure network security and performance.

System administration (Windows/Linux): Experience administering operating systems and servers

(e.g. Windows Server with Active Directory, Linux servers) including user account management, group policies, file permissions, and basic scripting for automation. Familiarity with Microsoft 365 administration (Exchange/Outlook, SharePoint, Teams) or Google Workspace in an SMB context is expected.

Cloud services & virtualization: Hands-on knowledge of cloud platforms or services common to SMBs for example, managing Microsoft Azure AD/Intune or AWS resources, and SaaS applications.

Experience with virtualization (VMware, Hyper-V) for managing virtual servers or desktops is often required

Cybersecurity practices: Solid understanding of IT security fundamentals firewalls, anti-malware, patch management, encryption, and access control. Ability to implement security policies and educate users on security (phishing awareness, proper data handling). Should be up to date on the latest threats relevant to SMBs and mitigation strategies (given ~43% of cyber attacks target small businesses).

Backup and disaster recovery: Proficient in setting up and managing data backup solutions (on-site and cloud backup), and in restoring data or systems from backups. Understands disaster recovery planning e.g. creating redundant systems or plans to quickly recover critical services after outages.

Hardware & software troubleshooting: Keen diagnostic skills to resolve a range of IT issues from a failed PC or printer to a server performance problem. Can systematically troubleshoot hardware failures, software errors, network drops, etc., and identify root causes quickly. Familiar with using monitoring tools or error logs to pinpoint issues.

IT support and ITIL basics: Knowledge of IT service management processes (incident, change management) appropriate to an SMB environment. Able to prioritize and handle a queue of support tickets efficiently. Provides excellent customer service to internal users, understanding that clear communication and patience are as important as technical fixes

Project management (IT projects): Ability to plan and execute IT projects (e.g. a hardware refresh, office 365 migration, implementing a new tool). Skills include defining requirements, creating a project plan, coordinating tasks, managing timelines and stakeholders, and adjusting plans as needed. Certifications like PMP are not required but the role demands project leadership capability to ensure successful implementations.

Scripting/automation (nice-to-have): Basic scripting ability (PowerShell, Bash or Python) to automate routine tasks or manage configurations can be very useful in an SMB setting where efficiency is key. While not every SMB IT Manager codes, being able to write a simple script (for example to batch-create users or automate a backup check) is a plus.

Relevant certifications: While not always mandatory, having certifications like CompTIA A+ or Network+, Microsoft Certified (e.g. Azure or M365), Cisco CCNA, or ITIL Foundation can validate the knowledge areas above and are often viewed favorably. These indicate a commitment to professional development and a solid baseline of skills.

Communication: Excellent written and verbal communication skills are critical. Must be able to explain technical concepts in plain language to non-technical colleagues and management. Whether writing an IT policy or coaching a user through a problem, communication should be clear, patient, and tailored to the audience.

Problem-solving & Analytical thinking: A natural troubleshooter who approaches problems methodically. Able to analyze complex issues (Why is the network intermittently dropping How can we reduce support tickets) and break them into root causes and solutions. Uses data and logical reasoning to make decisions, and can think creatively to find workarounds or improvements when faced with constraints.

Organization & Time management: Capable of juggling multiple priorities and tasks in a fast-paced SMB environment. Uses ticketing systems or task lists to keep track of ongoing issues and projects, ensuring nothing falls through the cracks. Excellent at managing time, especially when

wearing many hats (can switch from urgent support mode to focusing on an upgrade project and back).

Leadership & Teamwork: Even if the IT Manager is a team of one, they frequently coordinate with others and may lead vendors or cross-functional project teams. Needs leadership skills to drive initiatives and possibly supervise junior IT staff. Equally important is collaboration working well with colleagues in other departments, being receptive to input, and guiding end-users or junior staff constructively.

Customer service orientation: A helpful, user-focused attitude is essential. Treats internal users like valued customers listens to their issues, empathizes, and strives to solve problems with a positive demeanor. Remains calm and courteous under pressure (such as when an executives system is down) and works to restore productivity quickly.

Adaptability: Comfortable with change and able to quickly learn new technologies or adjust to new business needs. SMB environments evolve, and the IT Manager should handle sudden shifts (like a quick pivot to remote work) or new challenges without being rattled. Embraces continuous learning to stay current on tech trends that could benefit the company.