The IT Manager for the APAC region reports to the Director of Global Service Delivery and plays a dual role in our organization. This position involves providing technical support to employees based primarily in Manila and the surrounding areas, as well as extending support to other APAC countries via remote tools. Additionally, the IT Manager will focus on developing regional resources to build a more advanced and effective support team, enhancing the overall IT support capabilities across the region.

• Deliver customer-focused technical support to resolve all technology-related issues promptly and professionally.
• Serve as an on-site resource in the Manila office, including tasks such as imaging computers, setting up new hires’ equipment, and managing IT equipment inventory.
• Accurately document issues and resolutions in the ITSM tool (Freshservice), maintaining clear and concise records of troubleshooting processes and procedures.
• Manage IT assets within the office and across the region, ensuring accurate tracking and maintenance in the ITSM tool.
• Follow defined processes, collaborating with global counterparts, to improve and standardize IT practices across the global organization.
• Engage with local vendors to procure new computers and peripherals, maintaining proper inventory to meet business needs.
• Develop a deep understanding of the APAC region’s IT support requirements and collaborate with the global team to address these requirements.

• Standard working hours are Monday – Friday, 8:00a – 5:00p local Manila time (GMT+8).
• Must be fluent in English.
• Ability to work independently with minimal supervision, demonstrating strong organizational skills and motivation to advance IT support in the region.
• Effective communication skills across various organizational levels and cultures.
• Experience with IT service management (ITSM) tools and methodologies.
• Management Qualifications:
  • Minimum of 5 years of experience in IT technical support, with at least 5 years in a managerial or team lead role.
  • Proven track record managing IT support teams in a multi-regional or international context, particularly within the APAC region.
  • Experience working with teams or clients across multiple APAC countries is highly desirable.
• Technical Qualifications:
  • Expertise in troubleshooting and resolving technical issues across various platforms and technologies that include:
    • Windows operating systems (Win10 and Win11)
    • Remote access technologies (VPN)
    • Software installations and errors
    • Network and local printers
  • Experience with:
    • ITSM tool/ticketing system (Service Now, Freshservice, etc.) that includes incident, request, asset management, change, purchasing.
    • Knowledge of infrastructure hardware to include servers, switches, access points, etc.
    • Active Directory, SCCM, Azure, M365