IT Helpdesk Manager

1 week ago

Cebu City, Central Visayas, Philippines LGT Business Consultancy Services Full time ₱130,000 - ₱140,000 per year

Key Responsibilities

  • Lead and manage day-to-day IT Helpdesk operations to ensure timely response and resolution of tickets.
  • Oversee user account provisioning, access control, and onboarding through Okta and JumpCloud.
  • Ensure integration and smooth operation of systems including Business Central, Office 365, and Sophos Endpoint Protection.
  • Supervise, train, and develop the IT support team to maintain consistent service standards.
  • Manage IT assets, licenses, and endpoint systems across the organization.
  • Implement and optimize automation workflows using tools like n8n or Power Automate.
  • Develop and maintain IT documentation, knowledge bases, and standard operating procedures.
  • Monitor and report Helpdesk KPIs, SLA performance, and user satisfaction.
  • Serve as the escalation point for high-impact or unresolved issues.
  • Collaborate with Infrastructure, Security, and Application teams to improve IT operations and reliability.

Qualifications

  • Bachelor's Degree in Information Technology, Computer Science, or related field.
  • 5+ years of experience in IT technical support, with at least 2 years in a managerial or supervisory role.
  • Strong background in IT service management (ITSM) and user support operations.
  • Hands-on experience with Okta, JumpCloud, Microsoft 365 Admin Center, and Business Central.
  • Familiarity with Sophos Endpoint Protection and IT ticketing systems (e.g., Jira Service Management, ManageEngine, or Freshservice).
  • Knowledge of ITIL best practices and service delivery frameworks.
  • Excellent leadership, communication, and analytical skills.

Job Type: Full-time

Pay: Php130, Php140,000.00 per month

Work Location: In person

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