IT HelpDesk Manager

We are seeking a highly skilled and hands-on Senior IT Engineer to oversee and support the organization’s IT Helpdesk operations, infrastructure, and network systems. This role requires a proactive individual with a strong technical background who can manage daily IT operations, ensure infrastructure reliability, and provide mentorship to junior team members. The ideal candidate will thrive in a dynamic environment and play a key role in maintaining and improving IT service delivery.

Key Responsibilities

1.       Helpdesk Support

• Provide Tier 2/3 support for hardware, software, and user access issues.

• Oversee ticketing system and ensure timely resolution of escalated support cases.

• Guide and mentor Helpdesk team members and set service standards.

• Drive improvements in IT support processes and end-user satisfaction.

2.       IT Infrastructure

• Maintain and troubleshoot servers (Windows/Linux), storage systems, and backup solutions.

• Support endpoint management, patching, imaging, and deployment tools.

• Manage Microsoft 365 and Azure AD environments.

• Monitor system performance and implement upgrades when necessary.

3.       Network Management

• Administer switches, routers, firewalls, VPNs, and wireless networks.

• Monitor and improve network performance and security.

• Coordinate with vendors for internet, telco, and network equipment support.

• Implement and maintain network segmentation, VLANs, and site-to-site VPNs.

4.       Compliance & Cost-Efficiency

• Oversee IT security policies and ensure license compliance and patching updates across core platforms.

• Support all audit activities and ISO 27001 initiatives.

• Support cost-effective procurement and vendor negotiations for storage, backup, and compute resources.

• Participate in annual IT budget planning for infrastructure and cloud-related needs.

Technical Expertise & Skills

Mandatory Requirements

• Fluent English (written and spoken) with preferable experience working cross-cultural teams and experience in working with global teams.

• Diploma or Bachelor's Degree in Computer Science, Information Technology, or a related field.

• 5+ years of hands-on IT experience, with exposure to both user support and infrastructure/network management.

• Strong understanding of Windows Server, Active Directory, Office 365, and networking protocols.

• Experience with firewalls (e.g., Fortinet, Cisco, Palo Alto), and endpoint protection tools.

• Knowledge of virtualization (VMware/Hyper-V) and backup solutions.

• Excellent troubleshooting and documentation skills.

• Ability to work independently and manage priorities effectively.

• A team player who can also take the lead on critical issues.

• Willingness to occasionally support outside office hours for urgent issues.

Preferred Qualifications

• Experience managing multi-site data center environments and hybrid cloud setups.

• Relevant certifications (e.g., CompTIA Network+, CCNA, Microsoft Certified, ITIL).

• Familiarity with scripting (PowerShell), automation, and monitoring tools.

Desirable / Optional Qualifications:

While not required, the following skills and experience would be advantageous:

• Cloud Platforms: Familiarity with AWS (e.g., EC2, IAM, S3) and Microsoft Azure.

• Networking & Security: Exposure to firewall configurations, VPNs, and Zero Trust security models.

• Certifications: Professional certifications such as AWS Certified Solutions Architect, VMware VCP, or Microsoft Certified: Azure Administrator Associate.

• Media Industry Experience: Understanding of media production tools and workflows, including subtitling/dubbing software, Media Asset Management systems, common codecs, and file transfer solutions like Media Shuttle or Aspera Faspex.

Salary Range: PHP 840,000/year to PHP 960,000/year