IT Service Manager - PH ( w/ Security Background)

ABOUT THE ROLE

The Information Technology Service Manager directly oversees the Technology Service Desk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time, remote role requires a broad collection of skills as well as specific industry expertise.

RESPONSIBILITIES

In this role, you'll get to ...

• take complete ownership of the technology team and partner with the account managers to provide excellent client services
• play an active role in proactive and reactive client management and issue resolution
• work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
• oversee service delivery projects, including equipment deployment, software releases, email migrations, etc.
• develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
• ensure the oversight, organization, and motivation of all members of the Technical Operations team
• lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and conduct impact analyses in the overall service enhancement
• manage all aspects of the tier 1 and tier 2 organizational response of the Technical Operation Centers
• build, develop, and lead a remote and onsite team of technical Operations resources
• Investigate methods and procedures to better monitor our network and respond to issues
• Provide executive-level reporting for informed decision making
• be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
• be the escalation point to carrier and cloud partners, we help implement and support clients
• Identify staffing needs and work with the recruitment team to pursue targets
• Maintain familiarity with current and upcoming IT equipment, services, and other developments
• perform root cause analysis of infrastructure and security problems, and develop resolution and prevention plans
• perform other duties as assigned

On day one, we'll expect you to ...

• have expert knowledge of IT best practices in technologies and security, policies, and regulations
• have a clear understanding of client/server technology and network architecture
• have an understanding of a wide range of technologies covering Microsoft platforms, cloud, security, email management, virtualization, shared storage, disaster recovery, remote access, and more
• have a solid understanding of cloud deployment, migrations, and operations
• have knowledge and significant experience with designing and implementing metrics and KPI measurements
• have 8+ years of IT service experience
• have 5+ years of IT supervisory experience
• have strong analytical skills, proven functional and technical analysis skills, and professional client interaction
• have service awareness of all the organization's key IT services for which support is being provided
• have strong teamwork, customer service, and interpersonal skills
• have good communication, including writing, speaking, and active listening
• have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
• have strong problem-solving and critical thinking skills
• have the ability to make sound decisions and solve complex business and technical issues 
• have advanced leadership and conflict management skills
• have skills in strategic planning with an ability to think ahead
• have skills in leading people and getting results with a strong client orientation
• have excellent attention to detail
• have proven success in leading a team and developing staff
• have great project management skills, including organization, planning, time management, and prioritization
• have a fully functional and up-to-date computer with which to perform duties
• Be willing to install next-generation endpoint protection on the computer
• be a current resident of the Philippines and legally perform work from there
• be willing to work in US Pacific Time (8:00 am-5:00 pm PST) corresponding to 00:00 am -9:00 am PH time)

NOTE:

• This is a remote (work from home) job.