IT Operations Support Manager
7 days ago
Overview HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our experience in developing customer care tailored to HelloFresh, HelloConnect focuses on serving high-growth companies. Located in Manila, Philippines, we are making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements. This position is responsible for overseeing the IT Support function for HelloConnect across the Philippines and aligning governance and processes to the HelloFresh Group. The primary focus of the IT team is to deliver value by enabling users to work effectively and securely, through prioritising timely support, system stability, user satisfaction, continuous improvement, and collaboration. Occasional travel and out-of-hours work may be required to accommodate global interactions and critical support. The IT Operations Support Manager leads a team of IT Engineers (2 direct reports) who provide 24x7 frontline user support with a primary focus on Incident response, user management, and IT Asset Management for HelloConnect. Responsibilities Team Leadership & Development: Provide vision and direction for the IT support team, set clear goals and expectations, manage the team’s schedule, conduct performance reviews, and mentor team members. IT Project Management: Lead IT projects including cost-saving initiatives, facilities upgrades, new office setups, and technology installations (e.g., video conferencing). High-Level Support: Act as a point of escalation for complex issues and provide strategic support to Back Office and Operations Managers to align IT initiatives with business goals. Procurement & Asset Management: Lead procurement of IT hardware and software; manage stock, devices for new hires, and hardware lifecycle. Operational Support: Ensure 24/7 operational efficiency by providing coverage during staffing shortages. Documentation & Process Improvement: Document IT procedures, systems, and support processes; identify opportunities for improvement and standardization. Global IT Alignment: Ensure adherence to global IT policies and best practices; keep local SOPs aligned with evolving policies. Ongoing Performance Improvement: Monitor IT Support performance and optimize for efficiency and user satisfaction. Required Skills & Experience Proven experience in a team lead or supervisory role. Ability to manage a 24/7 operational team with a focus on positive behavior and tackling new challenges. Knowledge of PEZA compliance for asset management. Experience with Mobile Device Management (MDM) and JAMF profile creation. Familiarity with PABX systems and infrastructure such as CCTV, biometrics, WiFi, and printers. Experience with Google Workspace, Jira Atlassian, and Slack. Willingness to work on-site shifts as needed. A strong background in project management and ITIL is a plus. Seniority level Not Applicable Employment type Full-time Job function Information Technology Industries Outsourcing/Offshoring Note: This listing may include standard recruitment boilerplate. See job posting for any updates. #J-18808-Ljbffr
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