IT Helpdesk Assistant Manager

GECO Asia Pte. Ltd; Metro Manila; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

GECO Asia Pte. Ltd. is seeking an experienced IT Operations Lead to steer end-user support and drive operational excellence across the organization. You will oversee daily technical operations, ensure service delivery standards, and guide a growing team of IT Engineers and Support Specialists.

You will manage endpoint security, asset lifecycles, and patch management while collaborating on infrastructure projects to strengthen internal IT capabilities and user satisfaction.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a relevant technical field.
• 6+ years of progressive experience in IT technical support and systems operations.
• 2+ years of demonstrated success in team leadership or direct management roles.
• Solid experience handling support metrics, service performance standards, and small-to-midscale IT projects.
• Recognized industry certifications (e.g., ITIL, CompTIA A+, CCNA, or Microsoft credentials) are an advantage.

Responsibilities

• Lead and mentor a team of IT Engineers and Support Specialists.
• Oversee daily IT support operations and service delivery.
• Analyze service trends and workflows to identify areas for enhancement.
• Manage the lifecycle, configuration, and distribution of hardware assets.
• Execute patch management protocols, enforce IT security standards, and ensure device compliance.
• Collaborate on infrastructure updates, deployment projects, and system enhancements.

Skills

Microsoft 365

Active Directory

Network fundamentals

Hardware diagnostics

Software diagnostics

ITSM

Endpoint management

Patch deployment

Root cause analysis

English communication

Vendor coordination

Team coaching

Education

Bachelor’s degree in Computer Science, Information Technology, or a relevant technical field

Tools

ITIL

CompTIA A+

CCNA

Microsoft credentials

Job description

Role Overview
Join our technology team to lead end-user support services and drive operational excellence across the organization. This position oversees daily technical operations, manages service delivery standards, secures endpoint infrastructure, and fosters the growth of a high-performing support staff.

Core Responsibilities

• Team Leadership: Direct and mentor a team of 5-10 IT Engineers and Support Specialists, promoting accountability, professional development, and service excellence.

• Operations Management: Oversee daily support activities to resolve hardware, software, and systems issues efficiently while achieving operational performance targets.

• Process Optimization: Analyze service trends and workflows to identify areas for enhancement, implementing strategies that boost resolution efficiency and user satisfaction.

• Endpoint & Asset Administration: Manage the lifecycle, configuration, and distribution of hardware assets to maintain seamless business operations.

• System Security & Compliance: Execute patch management protocols, enforce IT security standards, and ensure device compliance across all user endpoints.

• Cross-Functional Initiatives: Collaborate on infrastructure updates, deployment projects, and system enhancements to improve internal IT capabilities.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a relevant technical field.

• 6+ years of progressive experience in IT technical support and systems operations.

• 2+ years of demonstrated success in team leadership or direct management roles.

• Solid experience handling support metrics, service performance standards, and small-to-midscale IT projects.

• Recognized industry certifications (e.g., ITIL, CompTIA A+, CCNA, or Microsoft credentials) are an advantage.

Core Competencies

• Technical Proficiency: Microsoft 365, Active Directory, network fundamentals, and hardware/software diagnostics.

• Operations & Security: ITSM principles, endpoint management systems, patch deployment, and root cause analysis.

• Soft Skills: Clear verbal and written English communication, vendor/stakeholder coordination, and strong team coaching abilities.