IT Helpdesk Manager | Hybrid  

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 check and capacity planning.
• Be available for emergencies and have an 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 Progressive IT Supervisory or Manager 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 certification is an advantage
• Excellent written and oral English communications skills
• Ability to drive and motivate team members.