Tech Support Manager

Location: Manila, Central Luzon
Posted On: 10/12/2017
Job Code: Tech Support Manager
Job Description
Manages the activities and staff to provide IT assistance and desktop support to internal users. On non-routine or complex technical support requests, communicates with end users to clarify and define requirements and timeframe.
• Oversees scheduling of configuration and installation of PC workstation hardware and software.
• Deploys tech support staff to ensure internal customer requests for PC workstation support are addressed and resolved in timely manner.
• Manages department budget.
• Manage staff in accordance with organization’s policies and applicable legislation.
• Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems.
• Approve actions on human resources matters, including salary administration.
• Responsible for performance of direct reports, overseeing all aspects of IT service delivery across all respective deliverables.
• Develop and implement programs to ensure that all information systems, products and services meet IT Service standards and end-user requirements.
• Participate in the selection and on-boarding process for new IT staff by conducting candidate review and participating in the interview process.
• Ensure staff have the appropriate materials, systems access and training to complete job responsibilities.
• Manage change control, problem management, and asset management processes.
• Manage budget planning, resource scheduling and all deliverables produced by the team.
• In collaboration with IT management team, review IT strategy and ensure staff resources are in place to achieve vision.
• Ensure that all team members follow industry standard ‘best practices’ and SOPs are written and followed.
• Manage and build business relationships with all business stakeholders.
• Manage large scale or long-term projects involving the design, development, testing, implementation, validation and ongoing support of new systems or existing systems.
• Provide backup to support team; troubleshooting problems, providing workarounds and working directly with customers.
• Perform other duties as required.

• Typically reports to: Dir, Information Technology
• Management scope (number of full-time employees): 6 – 12
Category:IT  code:new
Job Requirements
Bachelor’s Degree or equivalent in Computer Science or related discipline and a minimum of five (5) years of related experience.
• Previous managerial experience is mandatory.
• Customer focus, strong communication skills.
• Ability to work well with others cross functionally.
• Strong analytic and creative problem solving skills.
• Candidate must be amenable to work in either McKinley Hill Taguig or Ortigas.

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Contact Details
Christian Cruz