Assistant Manager - IT Helpdesk

ReSourcePro; Mandaluyong; On-site; PHP 558,000 - 892,800; Full time

Benefits offered by this job

Health Insurance

Life Insurance

13th Month Pay

Job Training

Professional Development

Bereavement Leave

Solo Parent Leave

Special Leave for Women

Vacation Leave

Job summary

A leading service provider in Mandaluyong is seeking an experienced Assistant Manager to lead its IT Helpdesk team. The role focuses on enhancing service efficiency, ensuring quick resolution of IT issues, and fostering a positive team environment. Candidates should have a minimum of 6 years in IT, including 2 years in management, and a Bachelor's degree in IT or related fields. Ideal profiles will possess relevant IT certifications. The position offers a comprehensive benefits package including health insurance and professional development opportunities.

Qualifications

• Minimum 6 years of IT experience, with at least 2 years in people management.
• Bachelor’s degree in IT, Computer Science, or related field is required.
• IT certifications (CCNA, ITIL, MCSE, A+) are preferred.

Responsibilities

• Lead IT Helpdesk team and align service goals with business needs.
• Ensure rapid resolution of IT issues while meeting SLA.
• Improve efficiency and user satisfaction of IT services.
• Implement and maintain endpoint security and compliance.
• Manage team performance, including coaching and training.
• Ensure proper staffing and workload distribution.

Skills

Leadership

IT Issue Resolution

Process Optimization

Team Management

Service Level Agreement Compliance

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

CCNA

ITIL

MCSE

A+

Job description

On-site - Mandaluyong 5-10 Yrs Exp Bachelor Full-time

Job Description

Government Mandated Benefits

13th Month Pay

Insurance Health & Wellness

Health Insurance, Life Insurance

Professional Development

Job Training, Professional Development

Bereavement Leave, Solo Parent Leave, Special Leave for Women, Vacation Leave

Job Summary

The Assistant Manager leads team-level problem solving and process improvements to enhance business outcome delivery efficiency and technicalproficiency; ensures achievement of business goals. Leads resolution mechanisms for majorissues;facilitatesadoption 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);identifiesteam 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
• 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

Working Location

Mandaluyong