IT Manager | Hybrid Setup  

Job Summary:

This person will be responsible for managing and overseeing the overall IT Helpdesk services team which will support the IT operations and maintaining the integrity of all IT-related equipment and resources.

Duties and Responsibilities:

• Lead and Manage the IT helpdesk team of both India and Manila sites.
• Delegate tasks and Service Requests Tickets in accordance to priority, and availability of staff.
• Oversees the department’s KPIs, plans, personnel, time/schedule, project execution and completion.
• Keep up to date with new trends, practices, information, networks which can become beneficial to the organization.
• Research and recommend innovative, and where possible, automated approaches for system administration tasks.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, systems, and key processes, reviewing system and application logs.
• Supervise the IT Assets monitoring and updating including but not limited to, Workstations, Monitors, Printers, Tablets, and all IT-related equipment to make sure they are working properly and getting regular maintenance.
• Provide support per requires from various constituencies. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Perform periodic performance checks and capacity planning.
• Be available for emergencies and have open communication 24/7.
• Send regular executive reports to upper management.

• Bachelor's Degree in Engineering, MIS or related field.
• Minimum of 5 years of managerial experience
• With experience in overseeing teams with complex IT technologies
• Fast learning and well-developed analytical thinking, design thinking and problem-solving skills
• Any technical certifications a plus
• Experience in an organization with ISO 9001 and 27001 certifications is an advantage
• Excellent written and oral English communications skills
• Ability to drive and motivate team members.
• Willing to work during night shift