Assistant Manager, IT Helpdesk

About the role

We are looking for an Assistant Manager to lead our IT Helpdesk team, ensuring rapid and effective resolution of technology issues while aligning service delivery with business objectives. You will drive process improvements, manage a team of 5‑10 technicians, and uphold high standards of security and compliance.

Key responsibilities

• Lead the IT Helpdesk team and set service goals aligned with business needs.
• Ensure fast, effective resolution of IT issues and compliance with service level agreements (SLAs).
• Oversee endpoint device support, including PCs, laptops, and conference systems.
• Improve IT service efficiency, responsiveness, and user satisfaction.
• Implement endpoint security controls, patching, and compliance measures.
• Manage team performance through coaching, training, and development.
• Ensure proper staffing, workload distribution, and employee retention.

Required profile

• Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 6 years of IT experience.
• At least 2 years of people‑management experience.
• Preferred IT certifications such as CCNA, ITIL, MCSE, or A+.
• Availability to work the 8am‑5pm PHT shift.

Required skills

• Endpoint device support.
• Endpoint security controls.
• Patch management.
• SLA monitoring and compliance.
• ITIL framework knowledge.
• Cisco networking (CCNA).
• Microsoft server technologies (MCSE).
• A+ hardware troubleshooting.

What we offer

• Career growth within a fast‑growing company serving the insurance industry worldwide.
• Opportunity to shape global insurance operations.
• Collaborative culture focused on continuous improvement.