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

• 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.