Assistant Manager, IT Helpdesk

Job Description:

ReSource Pro is a trusted strategic operations partner to insurance organizations seeking growth and optimization. With more than 13,000 employees, ReSource Pro operates at the critical intersection of people, process, technology, and data to serve more than 1,500 clients across the carrier, broker, and MGA segments – consistently earning a 96%+ client retention rate for over a decade. It offers expert advisory services, workforce solutions, business process management optimization and transformative data and technology solutions. It was recognized in 2025 by Inc. 5000 as one of the fastest growing companies in the US and has earned this honor 16 times since 2009.

Job Summary

The Assistant Manager leads team-level problem solving and process improvements to enhance business outcome delivery efficiency and technical proficiency; ensures achievement of business goals. Leads resolution mechanisms for major issues; facilitates adoption of process optimization and usage guidelines. Manages a single AM team (5–10 members); sets team goals; oversees operations and people management (selection, development, retention); identifies team management risks and morale concerns; builds a culture of open communication.

Key Responsibilities

• Lead IT Helpdesk team and set service goals aligned with business needs
• Ensure fast, effective resolution of IT issues and SLA compliance
• Oversee endpoint device support (PCs, laptops, conference systems, etc.)
• Improve IT service efficiency, responsiveness, and user satisfaction
• Implement endpoint security controls, patching, and compliance
• Manage team performance, coaching, training, and development
• Ensure proper staffing, workload distribution, and retention

Qualifications

• Bachelor's degree in IT, Computer Science, or related field
• Minimum 6 years IT experience, with 2+ years in people management
• IT certifications (CCNA, ITIL, MCSE, A+) preferred

Shift Schedule: 8am-5pm PHT

Elevate your career with ReSource Pro, where your leadership, expertise, and vision will help shape the future of insurance operations on a global scale.