IT Operations Support Manager

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

About the job IT Operations Support Manager

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

This position is responsible for overseeing the IT Support function for HelloConnect across the Philippines and to align governance and processes to the HelloFresh Group.

The primary focus of the IT team is to deliver value to the organization by enabling users to work effectively and securely. This is achieved through prioritising timely support, system stability, user satisfaction, continuous improvement, and collaboration. This role will require occasional travel and out of hours work to accommodate global interactions and critical support.

The IT Operations Support Manager has 2 direct reports that lead a team of IT Engineers to provide the front line of 24x7 user support with a primary role of Incident response, user management, and IT Asset Management for HelloConnect.

Key Responsibilities

• Team Leadership & Development: Provide vision and direction for the IT support team, setting clear goals and expectations. You will manage the team's schedule, conduct performance reviews, and mentor team members to support their professional growth.
• IT Project Management: Lead a variety of IT projects, including cost-saving initiatives, facilities upgrades, new office setups, and technology installations (e.g., video conferencing).
• High-Level Support: Act as a point of escalation for complex issues and provide strategic support to Back Office and Operations Managers to align IT initiatives with business goals.
• Procurement & Asset Management: Lead the procurement process for all IT-related hardware and software. Maintain a proactive approach to stock management, including devices for new hires and hardware lifecycle management.
• Operational Support: Provide coverage for the IT team during staffing shortages, ensuring 24/7 operational efficiency.
• Documentation & Process Improvement: Ensure all IT procedures, systems, and support processes are thoroughly documented. Identify and implement opportunities for process improvement and standardization.
• Global IT Alignment: Ensure team adherence and alignment with global IT policies and best practices. Keep the local SOPs and team aligned with policies and practices as they evolve.
• Ongoing Performance Improvement: Monitor IT Support performance and optimize for efficiency and user satisfaction.

Required Skills & Experience

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.