IT Support Manager

The IT Support Manager will primarily be leading the design, execution and management of IT support programs, supporting external customers and internal staff. This role will be responsible for ensuring quality and timely technical service to all stakeholders.

• Ensure escalated issues are handled in accordance with all corporate policies and procedures.
• Collaborate across departments and escalate to the appropriate leadership levels.
• Facilitate the periodic incident review meeting with key stakeholders to ensure proper closure and reporting of business-impacting incidents.
• Prepare and present succinct formal/ informal reports, plans and presentations related to availability, quality, operations, management and leadership
• Ensures all users benefit from effective technology and continually assesses needs and requirements
• Lead and manage a technical team that provides 24x7 IT operations, including hiring, and training
• Organises support, troubleshooting, and repair for IT equipment, software and tools
• Monitors online security for users and networks and takes appropriate steps to address security breaches if necessary
• Establishes relationships with technology vendors.
• Advises human resources on staffing needs and participates in the hiring and training process of new employees
• Develops and maintains emergency plans to address disaster scenarios
• A thorough understanding of available technology and researches to learn about innovative solutions and new releases
• Offers specialised expertise in IT demands for higher education industry

• Bachelor’s Degree in Information Systems, Computer Science or a related field
• More than 4 years of experience in IT Service Desk Operations and management capacity in a medium to large scale IT Operations Center.
• Adept with usage of MS Word, Excel, PowerPoint etc.
• Strong knowledge of O365, Microsoft AD
• Experience with Salesforce is preferred
• IT generalist skills to assist with other non-support related IT projects
• Experience working with internal and external customers, around the world in multiple time zones
• Excellent communication skills (verbal and written)
• Excellent interpersonal and people management skills
• A proactive mindset with focus on monitoring and resolving events before they start impacting business.
• Experience with development of metrics for reporting purposes and possess the ability to operationally mature and provide continuous improvement plan
• Self-directed, detail-oriented, and thorough

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.