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Tech Stack
Tools & technologiesCloudCyber Security
About the role
Key responsibilities & impact- Oversee the Technology helpdesk, technicians, system administrators, and engineering consulting teams
- Take complete ownership of the technology team and partner with account managers
- Play an active role in proactive and reactive client management and issue resolution
- Work closely with the executive team to ensure optimal operations
- Oversee service delivery projects including equipment deployment, software releases, email migrations, etc.
- Develop, maintain, support, and optimize key functional areas
- Ensure the oversight, organization, and motivation of the Technical Operations team
- Manage processes to document client issues, leverage trends, and impact analyses
- Build, develop, and lead remote and onsite team of technical Operations resources
- Investigate methods to better monitor our network and respond to issues
- Provide executive level reporting for informed decision making
- Be the bridge between MSP partners and clients
- Identify staffing needs and work with the recruitment team
Requirements
What you’ll need- 7–8 years of experience in customer-facing IT Support and Helpdesk Operations
- 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results
- 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity
- Advanced leadership, conflict resolution, and interpersonal skills
- Strategic planning capabilities, and excellent project management skills
- Deep understanding of client/server technology, network architecture, and a wide range of technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access
- Solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools
- Practical knowledge of business continuity and disaster recovery protocols
- ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance
- Significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance
- Complete service awareness of all key organizational IT services and infrastructure
- Strong analytical, critical thinking, and problem-solving skills
- Exceptional English verbal and written communication skills
- Fully functional and up-to-date computer required
- Willing to install next generation end point protection
- Willing to work in US Pacific time zone (8:00am-5:00pm PST) corresponding to 11:00pm - 8:00am PH time
- Current resident of the Philippines and legally able to perform work from there
Benefits
Comp & perks- Flexible schedules
- Ability to balance home life with work-life
- Opportunities abound for those willing and eager to join
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT SupportHelpdesk OperationsIT supervisory experienceClient/server technologyNetwork architectureMicrosoft platformsEmail managementVirtualizationCloud deploymentCybersecurity
Soft Skills
LeadershipConflict resolutionInterpersonal skillsStrategic planningProject managementAnalytical skillsCritical thinkingProblem-solvingCommunication skills