IT Manager - PH
IT Manager - PH
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Salary Not Disclosed
1 Vacancy
Job Description
MEET COMPASS
We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldnt find a customer service partner that was as innovative as they were they built it. Many companies view their customer care as a cost center but we believe it can be so much more! If you delight the customer listen to their feedback and use their insights to gather data about products and offerings customer care can have a strategic role in growing a business.
Role Expectations
Manage IT and cybersecurity escalations
Communicate with and organize escalations between Compass internal partners Compass clients and external vendors (e.g. software providers)
Manage company response to and remediation of cybersecurity (Crowdstrike) alerts
Ensure all relevant parties receive regular thorough updates on outstanding IT issues
Manage a team of IT Helpdesk Associates
Perform QA on IT Helpdesk tickets to ensure associates are providing high quality support.
Coach associates on areas of opportunity ensure knowledge/process gaps are addressed
Ensure work is evenly distributed amongst associates
Schedule associates to ensure team is available during brand operating hours
Use proper judgement when authorizing overtime hours
Approve timecards ensuring attendance policies and schedules are adhered to
Approve and review PTO requests
Maintain documentation (e.g. SOPs knowledge base best practice guides) for use during IT troubleshooting. Ensure Helpdesk Associates have all necessary troubleshooting resources
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Provide support for Company owned and BYOD devices (Chromebooks Windows Macs)
Manage the roll-out of new software or system upgrades.
Enforce company security policies and procedures within the user community
Qualification
3-5 years of experience in IT support within BPO setting
1-2 years of supervisory experience
Strong technical proficiency in networking operating systems and enterprise applications.
Strong understanding of security best practices .
Experience with cloud services such as Google Workspace
Experience with CrowdStrike a plus
Exceptional English communication skills (written and spoken)
Required Experience:
Manager
Employment Type
Full Time
