IT Service Manager

IT Service Manager - PH ( w/ Security Background)3GC Group Manila, National Capital Region, Philippines3 days ago Be among the first 25 applicants

About The RoleThe Information Technology Service Manager directly oversees the Technology Service Desk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time, remote role requires a broad collection of skills as well as specific industry expertise.

ResponsibilitiesIn this role, you'll get to:Take complete ownership of the technology team and partner with the account managers to provide excellent client services. Play an active role in proactive and reactive client management and issue resolution. Work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base.

Oversee service delivery projects, including equipment deployment, software releases, email migrations, etc. Develop, maintain, support, and optimize key functional areas to remove barriers hindering the team's overall performance. Ensure the oversight, organization, and motivation of all members of the Technical Operations team.

Lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and conduct impact analyses in the overall service enhancement. Manage all aspects of the tier 1 and tier 2 organizational response of the Technical Operation Centers. Build, develop, and lead a remote and onsite team of technical Operations resources.

Investigate methods and procedures to better monitor our network and respond to issues. Provide executive-level reporting for informed decision making. Be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting.

Be the escalation point to carrier and cloud partners, helping implement and support clients. Identify staffing needs and work with the recruitment team to pursue targets. Maintain familiarity with current and upcoming IT equipment, services, and other developments.

Perform root cause analysis of infrastructure and security problems, and develop resolution and prevention plans. Perform other duties as assigned. RequirementsOn day one, we'll expect you to:Have expert knowledge of IT best practices in technologies and security, policies, and regulations.

Have a clear understanding of client/server technology and network architecture. Have an understanding of a wide range of technologies covering Microsoft platforms, cloud, security, email management, virtualization, shared storage, disaster recovery, remote access, and more. Have a solid understanding of cloud deployment, migrations, and operations.

Have knowledge and significant experience with designing and implementing metrics and KPI measurements. Have 8+ years of IT service experience. Have 5+ years of IT supervisory experience.

Have strong analytical skills, proven functional and technical analysis skills, and professional client interaction. Have service awareness of all the organization's key IT services for which support is being provided. Have strong teamwork, customer service, and interpersonal skills.

Have good communication, including writing, speaking, and active listening. Have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment. Have strong problem-solving and critical thinking skills.

Have the ability to make sound decisions and solve complex business and technical issues. Have advanced leadership and conflict management skills. Have skills in strategic planning with an ability to think ahead.

Have skills in leading people and getting results with a strong client orientation. Have excellent attention to detail. Have proven success in leading a team and developing staff.

Have great project management skills, including organization, planning, time management, and prioritization. Have a fully functional and up-to-date computer with which to perform duties. Be willing to install next-generation endpoint protection on the computer.

Be a current resident of the Philippines and legally perform work from there. Be willing to work in US Pacific Time (8:00 am-5:00 pm PST) corresponding to 00:00 am -9:00 am PH time. NOTE:This is a remote (work from home) job.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information TechnologyIndustriesInternet Publishing