IT Operations Lead — 24/7 Support & Projects

HelloConnect; Manila; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Job summary

HelloConnect in Manila, Philippines, is seeking an IT Operations Support Manager to oversee the 24/7 IT support team, ensure incident response, asset management, and alignment with HelloFresh IT governance. You will lead projects, manage procurement, and maintain documentation while supporting global IT standards.

The role emphasizes on-site shifts, cross-functional collaboration, and continuous improvement to deliver reliable user support and secure systems across the Philippines.

Qualifications

• Proven experience in a team lead or supervisory role.
• Ability to manage a 24/7 operational team with a focus on positive behavior and tackling new challenges.
• Knowledge of PEZA compliance for asset management.
• Experience with Mobile Device Management (MDM) and JAMF profile creation.
• Familiarity with PABX systems and infrastructure such as CCTV, biometrics, WiFi, and printers.
• Experience with Google Workspace, Jira Atlassian, and Slack.
• Willingness to work on-site shifts as needed.
• A strong background in project management and ITIL is a significant plus.

Responsibilities

• Team Leadership & Development: Provide vision and direction for the IT support team, setting clear goals and expectations. Manage schedules, conduct reviews, and mentor team members.
• IT Project Management: Lead IT projects including cost-saving initiatives, facilities upgrades, and new office setups.
• High-Level Support: Escalation point for complex issues; align IT with business goals.
• Procurement & Asset Management: Lead IT hardware/software procurement; manage stock for new hires and lifecycle.
• Operational Support: Ensure 24/7 operational coverage during staffing shortages.
• Documentation & Process Improvement: Document IT procedures; drive process improvements and standardization.
• Global IT Alignment: Align with global IT policies; keep local SOPs updated.
• Ongoing Performance Improvement: Monitor IT support performance and optimize efficiency.

Skills

Team Leadership

24/7 Operations

Project Management

ITIL

Asset Management

Vendor & Procurement

PEZA Compliance

MDM

JAMF

PABX Systems

CCTV & Biometrics

WiFi & Networking

Google Workspace

Jira Atlassian

Slack

On-site Support

Tools

MDM

JAMF

PABX

CCTV

Biometrics

WiFi

Printers

Google Workspace

Jira Atlassian

Slack

Job description

HelloConnect in Manila, Philippines, is seeking an IT Operations Support Manager to oversee the 24/7 IT support team, ensure incident response, asset management, and alignment with HelloFresh IT governance. You will lead projects, manage procurement, and maintain documentation while supporting global IT standards.

The role emphasizes on-site shifts, cross-functional collaboration, and continuous improvement to deliver reliable user support and secure systems across the Philippines.