IT Operations Manager

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role

The IT Operations Manager will oversee all IT operations, manage a team of IT support staff, and serve as a strategic partner to leadership in technology planning and implementation. This role requires strong technical expertise, proven leadership skills, and the ability to collaborate with stakeholders across our multi-location operations while ensuring reliable, secure, and efficient IT infrastructure.

Key Responsibilities

Team Leadership & Management

• Manage, mentor, and provide direction to a team of IT support staff
• Ensure efficient handling of technical issues and user support requests
• Participate in bi-weekly management meetings with department heads to understand organizational priorities and align IT resources accordingly
• Coordinate team activities and resource allocation based on company-wide projects and initiatives

IT Infrastructure & Systems Management

• Oversee daily IT operations including network administration, hardware/software management, and user support
• Collaborate with our outsourced IT infrastructure provider (cloud-based virtual servers, storage, and VPN management)
• Manage our cloud-hosted, walled-garden IT environment and ensure optimal performance
• Implement and maintain IT policies, security protocols, and best practices aligned with business objectives

Software & Application Management

• Oversee management of non-ERP related software systems including and other business applications
• Manage website development, maintenance, and content management including pricing updates
• Coordinate software implementations and integrations across departments
• Support various departments in implementing new software solutions

Technical Support & User Management

• Oversee IT onboarding and offboarding procedures including email account creation, usernames, and ERP system access
• Ensure comprehensive technical support for all employees across operations
• Manage user access permissions and security protocols
• Coordinate with HR on employee technology needs during onboarding/offboarding processes

Data Management & Reporting

• Build and manage queries through Microsoft Access and Excel for various departments
• Develop reports using SQL Server Reporting Services (SSRS) to provide data insights to staff
• Create informational dashboards and reports to help employees perform their jobs more effectively
• Ensure proper documentation of IT processes, configurations, and compliance requirements

Strategic IT Planning

• Collaborate with the leadership team to assess technology needs and recommend solutions that support company goals
• Manage vendor relationships and evaluate new technologies to improve efficiency and productivity
• Lead IT projects such as system upgrades, cloud migrations, and infrastructure improvements
• Provide technology insights during strategic planning discussions

What You Bring

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience)
• 5+ years of experience in IT management or similar leadership role
• Proven experience managing IT teams and mentoring technical staff
• Experience managing IT operations in a multi-location or international environment

Technical Skills

• Strong knowledge of network administration, systems security, and IT infrastructure
• Experience with cloud-based infrastructure management and virtual server environments
• Proficiency with Microsoft Access, Excel, and SQL Server Reporting Services (SSRS)
• Experience with ERP systems and integration management
• Knowledge of website management and basic web development concepts
• Familiarity with project management and collaboration tools experience preferred but not required)

Leadership & Communication Skills

• Excellent problem-solving skills and ability to troubleshoot complex technical issues
• Strong leadership and people management capabilities
• Effective communication skills with ability to translate technical concepts for non-technical stakeholders
• Experience participating in senior management discussions and strategic planning
• Ability to prioritize and manage multiple projects simultaneously

Security & Compliance

• Familiarity with cybersecurity frameworks and data privacy compliance
• Experience implementing and maintaining IT security protocols
• Knowledge of regulatory requirements for international business operations
• Understanding of backup, disaster recovery, and business continuity planning

Preferred Qualifications

• Experience in distribution, manufacturing, or similar industry
• Advanced SQL Server Reporting Services (SSRS) development skills
• Bilingual capabilities (English/Spanish) for Mexico operations support
• Professional IT certifications (CompTIA, Microsoft, Cisco, or equivalent certifications)
• Experience with vendor management and technology procurement
• Knowledge of import/export regulations as they relate to IT systems and data management

Work Environment & Schedule

• Full-time position with standard business hours (8:00 AM - 5:00 PM CST)
• Remote work arrangement
• Regular participation in management meetings and strategic planning sessions
• On-call availability for critical IT issues as needed