Assistant Manager, IT Helpdesk

Hiring: Assistant Manager, IT Helpdesk | Mandaluyong, Metro Manila | Onsite

We're looking for an experienced Assistant Manager, IT Helpdesk to lead our IT support team, drive operational excellence, and ensure consistent, highquality technical service across the organization.

What You'll Do

Team Goal Setting & Execution Oversight (30%)Define team objectives based on business needs, track goal execution progress, and ensure alignment with organization-level priorities.
Decompose team goals into actionable plans, identify execution risks, and ensure continuous follow-up until closure.

IT Service (20%)Act as the central point of contact to tackle all IT-related queries and resolve hardware and software problems through offering technical support to end-users with accessibility, responsiveness, effectiveness and professionalism.

Accessibility: Optimize support workflows, coordinate cross-functional resources, and guarantee uninterrupted service delivery aligned with SLA.
Responsiveness: Enhance team responsiveness and ensure timely resolution of all client issues.
Efficiency: Drive resource optimization initiatives to improve overall team effectiveness and reduce client downtime.

Professionalism: Foster professional expertise within the team to enhance client satisfaction.

User Endpoint Maintenance (10%)

Perform support for IT endpoint devices with efficiency and reliability, ensure all IT end point devices are functioning optimally, reducing disruptions and maintaining high levels of productivity across the company.

Support: Design and implement targeted training programs to enhance end-to-end endpoint device support capabilities.
Efficiency: Accelerate team response capabilities to ensure rapid incident resolution.
Reliability: Plan and manage maintenance activities, allocate resources efficiently, and ensure preventive measures compliance.

Security Assurance (10%)

Safeguard the organization's terminal devices (Computer, Laptop, Conference phone system etc) by deploying and implementing security protections, patch update, protocols and appropriate measures for security assurance.
Protection: Track incidents and drive improvements to enhance protection.
Proactivity: Enhance alert systems and strengthen organizational defenses.
Resilience: Manage security protocols and enhance recovery readiness.

Compliance: Oversee compliance management, address issues proactively, and keep abreast of regulatory developments.

Talent Management (30%)

Manage talent pipeline effectively; ensure Helpdesk is well structured, adequately staffed to meet demands, and workforce is retained and equipped with right capabilities/expertise through continuous guidance, coaching, training and development.
Talent Needs & Team Structure Planning: Plan recruitment and allocate personnel to maintain operational efficiency
Performance Management: Lead performance evaluation and feedback processes to ensure continuous development.
Talent Development: Manage team skill development and talent cultivation plans, assisting members in career goals.

Talent Motivation & Retention: Design and execute employee motivation and retention strategies to ensure team stability and efficiency.

Qualifications

6+ years of IT experience, including 2+ years in people management.
Strong leadership and teamdevelopment capabilities
Deep troubleshooting expertise across systems, PCs, and network fundamentals.
Experience in endpoint support, IT service delivery, and SLAdriven operations.
Preferred certifications: CCNA, CCNP, MCSE, A+, ITIL.
Excellent communication, problemsolving, and customer service skills.