Require an IT Support & Implementation Manager

We are seeking an empathetic, articulate, and proactive IT Support & Implementation Manager based at our Surat office. This role serves as the vital bridge between our product/technical teams and our end users and clients. The primary focus is people, communication, and clear problem-solving. You do not need to be a software developer or deep technologist—our ideal candidate thrives on listening to user pain points, translating business needs into straightforward requirements, facilitating smooth tech rollouts, and making sure clients feel completely supported throughout product delivery. 1. End-User Support & Implementation Guide and onboard end users during the rollout and adoption of software and tech solutions. Conduct user walkthroughs, demos, and training sessions to make adoption effortless. Handle user queries, troubleshooting requests, and issues with empathy and patience, working with technical teams to resolve complex bugs. Create clear, simple user guides, FAQs, and release notes in plain language. 2. Client Facing & Requirement Gathering Attend client meetings to discuss requirements, capture feedback, and provide updates. Act as an active listener: translate client business needs and operational challenges into clear requirement briefs for internal delivery teams. Manage expectations on timelines, product scope, and feature availability. 3. Product Delivery & Coordination Track product delivery milestones from initial sign-off to live implementation. Act as the point of contact between client stakeholders and internal development/engineering teams. Ensure user feedback is documented, prioritized, and fed back into product roadmaps. Requirements Communication Excellence: Fluency in English and Hindi (proficiency in Gujarati is a strong plus for local stakeholder coordination). Interpersonal Skills: Natural ability to build rapport, de-escalate frustration, and resolve issues collaboratively. Client Handling: Prior experience in client-facing roles, client success, account coordination, or tech implementation. Basic Tech Literacy: Comfort working with web applications, productivity suites (Google Workspace, MS Office, Slack), and ticketing tools; deep technical/coding skills are not required. Problem-Solving Mindset: Resourceful, organized, and dedicated to seeing problems through to completion Benefits Competitive salary commensurate with experience. Collaborative and supportive work environment. Opportunities for growth in client relationship management, implementation consulting, and product operations.