IT Manager at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Leadership, Incident Management, Service Requests, Problem Solving, Communication, ITIL, Vendor Management, Budget Management, Continuous Improvement, Technical Support, Team Development, ITSM Tools, Networking, Systems Administration, Customer Service

Industry

Outsourcing and Offshoring Consulting

Description

The IT Manager is responsible for leading and managing the IT support team, ensuring efficient delivery of IT services and support to end users and business units. This role involves overseeing incident management, service requests, escalation processes, and continuous improvement of IT support operations. The IT Support Manager works closely with other IT leaders to align support activities with organizational goals and maintain high service levels. KEY RESPONSIBILITIES & DUTIES Key Responsibilities: Lead, supervise, and develop the IT support team (L1 and L2 technicians), providing coaching, training, and performance management. Manage day-to-day IT support operations, including ticket resolution, escalation procedures, and service level agreements (SLAs). Develop, implement, and maintain IT support policies, procedures, and best practices to improve service quality and efficiency. Oversee incident and problem management processes, ensuring timely resolution and root cause analysis of recurring issues. Collaborate with IT infrastructure, security, and application teams to resolve complex technical challenges and coordinate system upgrades or maintenance. Monitor support metrics and KPIs, generating reports for senior management and recommending improvements. Ensure effective communication between IT support and other departments, promoting customer service excellence. Manage vendor relationships related to IT support tools, hardware, and software. Plan and manage the IT support budget, including staffing, tools, and training resources. Drive continuous improvement initiatives in IT service management and user experience. Lead or participate in IT projects, ensuring support readiness and smooth transitions. Maintain up-to-date knowledge of technology trends and best practices relevant to IT support. Qualifications: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). Proven experience (typically 8+ years) in IT support or service management, with at least 5 years in a leadership or supervisory role. Strong knowledge of IT service management frameworks (e.g., ITIL) and best practices. Experience managing multi-level IT support teams and support operations. Excellent leadership, communication, and interpersonal skills. Strong problem-solving and analytical capabilities. Familiarity with IT infrastructure, networking, systems administration, and enterprise applications. Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk, Zendesk) and ticketing systems. Ability to manage vendor relationships and contracts. Relevant certifications (ITIL Foundation, PMP, Microsoft Certified: Azure Fundamentals, etc.) are advantageous. Key Competencies: Achievement of IT support SLAs and resolution targets. User satisfaction and feedback scores. Team productivity, training, and development outcomes. Incident and problem management effectiveness. Budget adherence and resource optimization. Successful execution of support-related IT projects and initiatives.

Responsibilities

The IT Manager leads and manages the IT support team, ensuring efficient delivery of IT services and support. This includes overseeing incident management, service requests, and continuous improvement of IT support operations.