IT Operations Manager
The Role
At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.
As an IT Operations Manager, you will take on a key responsibility in driving the expansion of our IT services in Manila by architecting scalable systems and leading a multi-tiered engineering team (Jr. to Senior). In this pivotal role, you will oversee day-to-day desk-side support, ensure network and infrastructure stability, maintain strict PEZA regulatory compliance, and elevate end-user satisfaction across the organization., contributing to our ongoing efforts to drive business success and enhance customer satisfaction.
We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!
What you’ll do
GBS Version
Team Leadership & Development: Recruit, mentor, and manage a multi-tiered IT support team (L1-L3), overseeing daily operations, performance evaluations, continuous technical upskilling, and schedule management.
IT Service Delivery & SLA Management: Define and optimize L1/L2+ service procedures, runbooks, and workflows; manage the full user lifecycle, conduct ticket quality audits (DSATs), and ensure team SLA targets are met.
Infrastructure & Asset Operations: Partner with global and facilities teams to manage local network infrastructure, endpoint security (Intune/Jamf, ZScaler, SentinelOne), AV systems, asset lifecycles (Snipe-IT), and hardware procurement.
PEZA Regulatory Compliance: Direct all Philippine Economic Zone Authority (PEZA) compliance activities, including IT asset registration, movement tracking, import/export documentation, disposition, and audit readiness.
Security, Risk & Business Continuity: Enforce ITIL/ISO security standards and access controls, conduct software license and operational audits, and lead disaster recovery (DR) and site continuity planning.
Project, Vendor & Stakeholder Management: Lead office IT expansions and infrastructure projects, manage vendor contracts and ISP relationships, control IT budgets, and deliver performance reporting to global leadership.
What you’ll bring
GBS Version:
Education & Professional Background: Holds a Bachelor's degree in IT, Computer Science, or a related field, backed by 5+ years in IT infrastructure/support and 3+ years in a supervisory or management role within global organizations.
Team Leadership & Soft Skills: Demonstrates strong capabilities in coaching, team building, and project management, paired with high autonomy, critical thinking, customer-centricity, and full English proficiency.
Core Technical & Systems Knowledge: Proficient in managing multi-OS environments (Windows, macOS), MDM tools (Intune, Jamf), endpoint security (ZScaler, SentinelOne), and asset tracking (Snipe-IT).
Infrastructure & Operations Fundamentals: Solid grounding in network management (LAN, WiFi, PABX), modern SaaS tools (Google Workspace, Jira, Slack), and ITIL frameworks (Agile is a plus).
Regulatory Compliance: Knowledgeable in PEZA compliance guidelines and IT asset management protocols specific to Philippine economic zones.
Vendor & Stakeholder Relations: Skilled at managing high-level stakeholder communications, navigating procurement pipelines, and handling vendor contracts and negotiations.
What we offer
- Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
- Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
- Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
- Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
- Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time
Are you up for the challenge?
The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!