Associate Manager, IT Operations

HelloConnect, Inc.; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Long Service Benefits

HMO Medical Coverage

Mental Health Support

Annual Learning Budget

360 Learning Access

Global Collaboration

Job summary

HelloConnect, Inc. in Manila is seeking an accomplished IT Operations Lead to drive a multi-tier IT support team and oversee critical infrastructure, security, and compliance programs.

You will partner with global facilities and leadership to ensure SLAs, asset management, and procurement workflows are aligned with business goals. The role requires a strong background in PEZA compliance, ITIL/ISO security practices, and experience managing vendor contracts and budgets across international teams.

Qualifications

• Holds a Bachelor's degree in IT/CS or related field with 5+ years in IT infrastructure/support and 3+ years in a supervisory/management role within global organizations.
• Demonstrates strong coaching, team-building and project management skills with high autonomy and customer-centric mindset.
• Fluency in English and experience across multi-OS environments and modern SaaS tools; familiarity with PEZA compliance is a plus.

Responsibilities

• Lead and develop a multi-tier IT support team (L1–L3), overseeing operations, evaluations, upskilling, and scheduling.
• Define and optimize L1/L2+ service procedures, runbooks, workflows, and manage user lifecycles and SLA targets.
• Partner with global teams to manage local network, endpoint security, asset lifecycles, and procurement.
• Direct PEZA compliance activities including asset registration, movement tracking, import/export docs, disposition, and audits.
• Enforce ITIL/ISO security standards, conduct audits, and lead DR/site continuity planning.
• Lead IT expansions, manage vendor contracts, ISP relationships, budgets, and provide global leadership reporting.

Skills

Team leadership

Coaching

Project management

English proficiency

Autonomy

Education

Bachelor's degree in IT/Computer Science or related field

Tools

Intune

Jamf

ZScaler

SentinelOne

Snipe-IT

Google Workspace

Jira

Slack

Job description

What you’ll do

• Team Leadership & Development: Recruit, mentor, and manage a multi-tiered IT support team (L1–L3), overseeing daily operations, performance evaluations, continuous technical upskilling, and schedule management.

• IT Service Delivery & SLA Management: Define and optimize L1/L2+ service procedures, runbooks, and workflows; manage the full user lifecycle, conduct ticket quality audits (DSATs), and ensure team SLA targets are met.

• Infrastructure & Asset Operations: Partner with global and facilities teams to manage local network infrastructure, endpoint security (Intune/Jamf, ZScaler, SentinelOne), AV systems, asset lifecycles (Snipe-IT), and hardware procurement.

• PEZA Regulatory Compliance: Direct all Philippine Economic Zone Authority (PEZA) compliance activities, including IT asset registration, movement tracking, import/export documentation, disposition, and audit readiness.

• Security, Risk & Business Continuity: Enforce ITIL/ISO security standards and access controls, conduct software license and operational audits, and lead disaster recovery (DR) and site continuity planning.

• Project, Vendor & Stakeholder Management: Lead office IT expansions and infrastructure projects, manage vendor contracts and ISP relationships, control IT budgets, and deliver performance reporting to global leadership.

What you’ll bring

• Education & Professional Background: Holds a Bachelor's degree in IT, Computer Science, or a related field, backed by 5+ years in IT infrastructure/support and 3+ years in a supervisory or management role within global organizations.

• Team Leadership & Soft Skills: Demonstrates strong capabilities in coaching, team building, and project management, paired with high autonomy, critical thinking, customer-centricity, and full English proficiency.

• Core Technical & Systems Knowledge: Proficient in managing multi-OS environments (Windows, macOS), MDM tools (Intune, Jamf), endpoint security (ZScaler, SentinelOne), and asset tracking (Snipe-IT).

• Infrastructure & Operations Fundamentals: Solid grounding in network management (LAN, WiFi, PABX), modern SaaS tools (Google Workspace, Jira, Slack), and ITIL frameworks (Agile is a plus).

• Regulatory Compliance: Knowledgeable in PEZA compliance guidelines and IT asset management protocols specific to Philippine economic zones.

• Vendor & Stakeholder Relations: Skilled at managing high-level stakeholder communications, navigating procurement pipelines, and handling vendor contracts and negotiations.\\

Work Setup

• Schedule: Monday to Friday

• Shift time: 12:00pm - 9:00am MNL

• Fully Onsite

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication

• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind

• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform

• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures

• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time