IT Support Manager

We are seeking an IT Support Manager to join the IT team in the Philippines. You will own all aspects of IT support for the EMEA and APAC region and support our internal teams with software /hardware issues and IT logistics. We're looking for someone passionate about customer experience and a self-starter eager to learn and grow with us.

Essential Job Functions:
Own all aspects of IT support in the EMEA and APAC region

Implement key IT procedures such as employee onboarding, offboarding, and routine technology support.

Ensure support requests and incidents are logged and resolved timely.

Maintain IT hardware and software inventory and track the complete lifecycle of those assets.

Manage and lead a team including IT specialist and IT support, training and coaching them.

Own the administration of SaaS applications, including Google Workspace, Slack, Zoom, Okta, etc.

Maintain on-call rotation plan and schedule to provide support outside of standard business hours.

Knowledge, Skills, and Abilities :
5+ years of experience with IT support and a minimum of 2 years of management experience

Excellent understanding of enterprise SaaS applications, including Google Workspace, Slack, Zoom, Okta, etc.

Previous experience developing IT support procedures

Excellent understanding of end-user computer hardware, conference room audio-visual technologies, and various connectivity interfaces

Expert-level end-user hardware and software troubleshooting skills

Excellent customer care skills

Ability to coach, mentor, and manage junior and mid-level IT technicians

Demonstrated ability to communicate clearly and effectively orally and in writing and technical concepts to non-technical users.

Able to work onsite at least 1-2 days a week