IT Operations Support Manager

About Us
HelloConnect
HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh
HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

This position is responsible for overseeing the IT Support function for HelloConnect across the Philippines and to align governance and processes to the HelloFresh Group.

The primary focus of the IT team is to deliver value to the organization by enabling users to work effectively and securely. This is achieved through prioritising timely support, system stability, user satisfaction, continuous improvement, and collaboration. This role will require occasional travel and out of hours work to accommodate global interactions and critical support.

The IT Operations Support Manager has 2 direct reports that lead a team of IT Engineers to provide the front line of 24x7 user support with a primary role of Incident response, user management, and IT Asset Management for HelloConnect.

Key Responsibilities

• Team Leadership & Development: Provide vision and direction for the IT support team, setting clear goals and expectations. You will manage the team's schedule, conduct performance reviews, and mentor team members to support their professional growth.
• IT Project Management: Lead a variety of IT projects, including cost-saving initiatives, facilities upgrades, new office setups, and technology installations (e.g., video conferencing).
• High-Level Support: Act as a point of escalation for complex issues and provide strategic support to Back Office and Operations Managers to align IT initiatives with business goals.
• Procurement & Asset Management: Lead the procurement process for all IT-related hardware and software. Maintain a proactive approach to stock management, including devices for new hires and hardware lifecycle management.
• Operational Support: Provide coverage for the IT team during staffing shortages, ensuring 24/7 operational efficiency.
• Documentation & Process Improvement: Ensure all IT procedures, systems, and support processes are thoroughly documented. Identify and implement opportunities for process improvement and standardization.
• Global IT Alignment: Ensure team adherence and alignment with global IT policies and best practices. Keep the local SOP's and team aligned with policies and practices as they evolve.
• Ongoing Performance Improvement: Monitor IT Support performance and optimize for efficiency and user satisfaction.

Required Skills & Experience

• Proven experience in a team lead or supervisory role.
• Ability to manage a 24/7 operational team with a focus on positive behavior and tackling new challenges.
• Knowledge of PEZA compliance for asset management.
• Experience with Mobile Device Management (MDM) and JAMF profile creation.
• Familiarity with PABX systems and infrastructure such as CCTV, biometrics, WiFi, and printers.
• Experience with Google Workspace, Jira Atlassian, and Slack.
• Willingness to work on-site shifts as needed.
• A strong background in project management and ITIL is a significant plus.