IT Manager

MEET COMPASSWe partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business. Manage IT and cybersecurity escalations Communicate with and organize escalations between Compass internal partners, Compass clients, and external vendors (e.g. software providers) Manage company response to and remediation of cybersecurity (Crowdstrike) alerts Ensure all relevant parties receive regular, thorough updates on outstanding IT issues Manage a team of IT Helpdesk Associates Perform QA on IT Helpdesk tickets to ensure associates are providing high quality support. Coach associates on areas of opportunity, ensure knowledge/process gaps are addressed Ensure work is evenly distributed amongst associates Schedule associates to ensure team is available during brand operating hours Use proper judgement when authorizing overtime hours Approve timecards, ensuring attendance policies and schedules are adhered to Approve and review PTO requests Maintain documentation (e.g. SOPs, knowledge base, best practice guides) for use during IT troubleshooting. Ensure Helpdesk Associates have all necessary troubleshooting resources Perform remote troubleshooting through diagnostic techniques and pertinent questions Provide support for Company owned and BYOD devices (Chromebooks, Windows, Macs) Manage the roll-out of new software or system upgrades. Enforce company security policies and procedures within the user community MEET COMPASSWe partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.Role Expectations Manage IT and cybersecurity escalations Communicate with and organize escalations between Compass internal partners, Compass clients, and external vendors (e.g. software providers) Manage company response to and remediation of cybersecurity (Crowdstrike) alerts Ensure all relevant parties receive regular, thorough updates on outstanding IT issues Manage a team of IT Helpdesk Associates Perform QA on IT Helpdesk tickets to ensure associates are providing high quality support. Coach associates on areas of opportunity, ensure knowledge/process gaps are addressed Ensure work is evenly distributed amongst associates Schedule associates to ensure team is available during brand operating hours Use proper judgement when authorizing overtime hours Approve timecards, ensuring attendance policies and schedules are adhered to Approve and review PTO requests Maintain documentation (e.g. SOPs, knowledge base, best practice guides) for use during IT troubleshooting. Ensure Helpdesk Associates have all necessary troubleshooting resources Perform remote troubleshooting through diagnostic techniques and pertinent questions Provide support for Company owned and BYOD devices (Chromebooks, Windows, Macs) Manage the roll-out of new software or system upgrades. Enforce company security policies and procedures within the user community Qualification3-5+ years of experience in IT support within BPO setting 1-2 years of supervisory experience Strong technical proficiency in networking, operating systems, and enterprise applications. Strong understanding of security best practices . Experience with cloud services such as Google Workspace Experience with CrowdStrike a plus Exceptional English communication skills (written and spoken) Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Strategy/Planning and Information Technology Industries Hospitals and Health Care, Non-profit Organizations, and Government Administration Referrals increase your chances of interviewing at Compass Experience Labs by 2x Get notified about new Information Technology Manager jobs in Metro Manila . IT Specialist(SaaS Support & Management) Manila, National Capital Region, Philippines 14 hours ago Taguig, National Capital Region, Philippines 3 weeks ago IT Service Manager - PH ( w/ Security Background) Manila, National Capital Region, Philippines 2 months ago IT Systems Specialist - Asset Management Operations Manager - AI & Systems Integration Taguig, National Capital Region, Philippines 3 days ago IT Systems Specialist - Identity Management Makati, National Capital Region, Philippines 3 weeks ago Makati, National Capital Region, Philippines 2 months ago Workday Integrations Manager (Global Delivery Center) Technical Project Manager | Permanent WFH | Day 1 HMO Makati, National Capital Region, Philippines 3 weeks ago Project Manager - Brand and Corporate Communications Makati, National Capital Region, Philippines 3 days ago Senior Project Manager - Brand and Corporate Communications Makati, National Capital Region, Philippines 1 week ago Taguig, National Capital Region, Philippines 1 week ago Mandaluyong, National Capital Region, Philippines 2 months ago Project Manager (ClickUp Specialist for Agencies) Manila, National Capital Region, Philippines 1 month ago Senior Project Manager, Quantitative (Remote) Manila, National Capital Region, Philippines 1 month ago Manila, National Capital Region, Philippines 1 day ago Mandaluyong, National Capital Region, Philippines 10 months ago Mandaluyong, National Capital Region, Philippines 1 month ago Quezon City, National Capital Region, Philippines 1 week ago Pasig, National Capital Region, Philippines 1 month ago Manila, National Capital Region, Philippines 1 month ago Senior Project Manager - Ubuntu Embedded Systems Manila, National Capital Region, Philippines 2 weeks ago Makati, National Capital Region, Philippines A$2,500.00-A$3,000.00 1 week ago Manila, National Capital Region, Philippines 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr