Application Support Team Manager

Information Technology Help Desk Manager

Posted 1 day ago

Job Description

The IT Helpdesk Manager will oversee and support the organisation's IT Helpdesk operations, infrastructure, and network systems. This role requires a proactive individual with a strong technical background who can manage daily IT operations, ensure infrastructure reliability, and provide mentorship to junior team members. This role would require to provide advanced support and help shape best practices while collaborating with global teams in Europe and the Americas.

Responsibilities:

• Helpdesk Support
• Provide Tier 2/3 support for hardware, software, and user access issues.
• Oversee ticketing system and ensure timely resolution of escalated support cases.
• Guide and mentor Helpdesk team members and set service standards.
• Drive improvements in IT support processes and end-user satisfaction.
• IT Infrastructure
• Maintain and troubleshoot servers (Windows/Linux), storage systems, and backup solutions.
• Support endpoint management, patching, imaging, and deployment tools.
• Manage Microsoft 365 and Azure AD environments.
• Monitor system performance and implement upgrades when necessary.
• Network Management
• Administer switches, routers, firewalls, VPNs, and wireless networks.
• Monitor and improve network performance and security.
• Coordinate with vendors for internet, telco, and network equipment support.
• Implement and maintain network segmentation, VLANs, and site-to-site VPNs.
• Compliance & Cost-Efficiency
• Oversee IT security policies and ensure license compliance and patching updates across core platforms.
• Support all audit activities and ISO 27001 initiatives.
• Support cost-effective procurement and vendor negotiations for storage, backup, and compute resources.
• Participate in annual IT budget planning for infrastructure and cloud-related needs.

Experience & Skills Required:

• Diploma or Bachelor\'s Degree in Computer Science, Information Technology, or related fields.
• 5+ years of hands-on IT experience, with exposure to both user support and infrastructure/network management.
• Strong understanding of Windows Server, Active Directory, Office 365, and networking protocols.
• Experience with firewalls (e.g., Fortinet, Cisco, Palo Alto), and endpoint protection tools.
• Knowledge of virtualization (VMware/Hyper-V) and backup solutions.
• Experience managing multi-site data center environments and hybrid cloud setups; relevant certifications (CompTIA Network+, CCNA, ITIL) would be an added advantage.
• Ability to work independently and manage priorities effectively.
• A team player who can also take the lead on critical issues.
• Willingness to occasionally support outside office hours for urgent issues.

Other:

Posted 1 day ago

Application Support Manager

Posted today

Job Description

We are seeking a highly skilled and experienced Application Support Manager to oversee our technical operations and lead our technical support team. This role is pivotal in improving the quality of our operations and spearheading the enhancement of our incident management processes. The ideal candidate will have a strong background in technical operations within a SaaS environment, with substantial experience in cloud applications and platforms. This individual will collaborate closely with engineering and support group managers to ensure all reported issues are addressed and monitored until they are resolved.

Key Responsibilities:

• Oversee the technical operations and lead the technical support team to ensure the highest quality of service and operational efficiency.
• Develop, implement, and optimize incident management processes to ensure the timely resolution of all reported issues.
• Work closely with engineering and support group managers to monitor and manage incidents, ensuring they are tracked from reporting to resolution.
• Establish and maintain performance metrics to monitor the effectiveness of the technical support team and identify areas for improvement.
• Provide technical guidance and support to the team, fostering a culture of continuous learning and development.
• Manage escalations and ensure that critical issues are addressed promptly and effectively.
• Implement best practices for system monitoring, maintenance, and support to minimize downtime and improve system reliability.
• Collaborate with product development teams to understand new features and changes, ensuring the support team is well-prepared to assist users.
• Drive initiatives to improve customer satisfaction and operational efficiency.
• Stay updated on the latest industry trends and technologies to ensure our technical support operations remain at the cutting edge.

Application Support Manager with Software Development and Project Management

Posted today

Job Description

Summary

We are looking for an experienced Application Support Manager to lead the application support function and manage a team of support specialists responsible for maintaining enterprise-grade, cloud-hosted platforms. The role involves managing day-to-day support operations, ensuring service-level compliance, overseeing incident management, and partnering with engineering and DevOps teams to continuously improve system stability and performance. This is a full-time role based in Manila.

Key Responsibilities

• Service Desk Operations: Oversee 24/7 support operations in alignment with SLAs; manage support channels; maintain an on-call roster; ensure timely handling and resolution of incidents; maintain internal knowledge bases and customer-facing documentation; onboarding and training of new users.
• Monitoring and Reporting: Maintain and enhance platform monitoring and alerting; collaborate with DevOps/product teams to integrate observability metrics; provide operational dashboards and reporting using Grafana or similar.
• Incident Management: Lead incident management, coordinate across teams, conduct post-incident RCAs, and mentor junior staff.
• Technical and DevOps Collaboration: Support skill development within the team and partner with engineering to improve DevOps practices and stability.

Qualifications

• 5+ years experience supporting mission-critical, cloud-based systems for enterprise clients.
• 2+ years in a leadership or management role within a support function.
• Proven track record of managing support operations with a strong customer/service orientation.
• Experience with AWS or other cloud providers, including container orchestration, cloud security, and monitoring tools.
• Familiarity with observability tools (e.g., CloudWatch, Grafana), infrastructure as code tools (e.g., Terraform), and IT service management tools (e.g., Jira).
• Strong analytical and troubleshooting abilities.
• Excellent communication and interpersonal skills.
• Bachelor\'s degree in Computer Science, Information Technology, or related discipline.

Posted 1 day ago

Help Desk

Posted 1 day ago

Job Description

We Are Hiring: Customer Care Support

Qualifications:

• Willing to work on a graveyard shift
• With or without experience
• Bachelor\'s degree holder (any course)
• Willing to be assigned at BGC, Taguig

Job Type: Full-time

• Life insurance

Help Desk Analyst

Posted today

Job Description

Company Description

IT BY DESIGN provides MSP-focused technical resources to help businesses scale and improve profitability. We offer a wide range of services, including MSP staffing, outsourced NOC, RMM virtual admin, helpdesk support, and professional services. The roles describe various responsibilities across user lifecycle management, technical support, system maintenance, and process improvement. The candidate should be onsite in BGC, Taguig with night shifts and 2+ years experience in service desk/helpdesk; strong communication and global client experience are preferred. Benefits include health and life insurance, certifications, and other perquisites.

Qualifications:

• Must be willing to work 100% onsite and reside near BGC, Taguig.
• Must be available for night shifts (8 PM - 5 AM Manila Time).
• Minimum 2 years of experience in Service Desk/Help Desk support.
• Proficient in troubleshooting Active Directory, Desktop, Office 365, Windows Server, Firewall, VPN, and End User Management.
• Strong written and verbal communication skills.
• At least 2 years of experience supporting global/international clients.

Company Benefits

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance and Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

Posted today

Help Desk Specialist

Posted today

Job Description

We are seeking a Service Desk / Help Desk Specialist to provide efficient and effective IT support to customers.

Role Description

• Respond to and resolve incoming IT support requests; diagnose hardware/software issues; provide first-line support and escalate when needed; maintain documentation; identify and recommend process improvements; collaborate with cross-functional teams.

Qualifications

• Bachelor\'s degree in any field
• At least 18 months of experience in service desk or IT helpdesk; open to candidates who completed 1st year in college or high school graduates with 4 years relevant experience
• Excellent communication and customer service skills.

Job Types: Full-time, Permanent

Pay: Up to Php38,000.00 per month

Application Question(s): Total Service desk experience in BPO International set-up.

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