Job Description This is a remote position. About the Client: Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines. Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries. Job Summary: The Tech Success Manager plays a pivotal role in ensuring our technology systems' seamless operation and delivering exceptional IT services. This leadership position involves overseeing a diverse team of professionals responsible for providing IT support, maintaining infrastructure, upholding network security, and ensuring compliance with industry standards. The Tech Success Manager's proactive approach, innovative thinking, and focus on scalability are essential in driving continuous improvement and strengthening our IT governance. As the Tech Success Manager, you will play a pivotal role in managing our Tech Experience team, and IT infrastructure, and ensuring the seamless operation of our technology systems. You will lead a team of professionals responsible for providing IT support to our employees and ensuring the security and compliance of our IT environment. Your proactive approach and innovative thinking will help us drive continuous improvement and strengthen our IT governance. Responsibilities: Team Leadership and Continuous Improvement: Lead, mentor, and develop the Tech Experience team, Infrastructure Engineers, Network Engineers, and Information Security and Compliance team, fostering their growth and scalability. Validate the quality and effectiveness of work performed by the team to ensure service excellence and adherence to standards. Foster a continuous learning and development culturewithin the Tech Success team. Monitor and measure key performance indicators (KPIs) to ensure service excellence, efficiency, and scalability. Identify opportunities for process improvements and apply Lean principles to enhance efficiency and effectiveness. Collaborate with cross-functional teams to recommend upgrades and new systems with scalability in consideration. Stay current with industry trends and emerging technologies to drive innovation. Drive the proactive support required in all facets of this role. Ensure that solutions provided are scalable. Resource Management: Perform staff capacity management based on project pipeline and timelines. Monitor service resources and provide recommendations to prevent inadequacy. IT Service Desk Management: Oversee the Tech Experience Associates and Tech Experience Lead in providing support for basic workspace accounts, applications, remote assistance, security monitoring, and connectivity issues. Maintain ticket records, and chat support, and ensure efficient incident resolution and request fulfillment. Manage on-site support, device configuration, hardware issue resolution, and inventory management. Infrastructure Management: Collaborate with Infrastructure Engineers to provide support for existing systems, device deployment, monitoring, and maintenance, ensuring solutions are scalable to accommodate future needs. Assist in managing and upgrading infrastructure systems, including network, server services, telephony, and monitoring tools. Act as a liaison between Tech Experience and Infrastructure teams, ensuring efficient issue resolution. Network Management: Work closely with Network Engineers to coordinate and manage network connectivity and security, with scalability in mind. Serve as a point of contact for clients' IT infrastructure concerns and ISP account management. Assist in the design and implementation of new networks and infrastructure improvements. Information Security and Compliance: Lead the Information Security and Compliance team in proactively identifying and mitigating security threats and risks while considering scalability. Stay updated on the latest security trends and emerging threats, implementing preventive measures. Develop, review, and update information security and privacy policies with scalability in mind. Manage firewall and network security devices, implement encryption, and enforce security policies with scalability as a consideration. Conduct security audits, penetration testing, and compliance activities with scalability in mind. Spearhead Security Incident Response and Disaster Recovery Plans testing and evaluations, ensuring scalable response strategies. Provide regular security and compliance reports and status updates. Secondary Tasks: Creation of Monthly and Quarterly IT department and IT Services reports. Assist Incident Managers in handling and communicating incidents Perform service and process compliance audits Conduct and participate in IT weekly management meetings. High involvement in asset management, problem management, and process documentation Requirements At least 4 years of exposure in IT service management or similar experience. Proficient in Project and Service Management, Lean, and ITIL Experience with Enterprise and Service Provider platforms and architectures such as Google Workspace, Zoho, Zscaler, PRTG, PFSense, and Cisco devices. Adept in using PMO tools, Zoho, GSuite , or similar tools (Jira, ServiceNow, etc.) With basic knowledge of data analysis, asset management, problem management, and process mapping. Sound decision-making and organizational skills BS degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or any related field Exceptional English communication, both written and verbal Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 8AM-5PM Must be amenable to reporting to our Makati office as required Good to Have: Holder of Cisco, AWS, Microsoft, Google, or similar certification is required ITIL Foundation Certified Participated and Completed a Lean Six Sigma Project Project Management Certified Benefits WHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Work-from-home and hybrid work setup Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program Requirements At least 4 years of exposure in IT service management or similar experience. Proficient in Project and Service Management, Lean, and ITIL Experience with Enterprise and Service Provider platforms and architectures such as Google Workspace, Zoho, Zscaler, PRTG, PFSense, and Cisco devices. Adept in using PMO tools, Zoho, GSuite, or similar tools (Jira, ServiceNow, etc.) With basic knowledge of data analysis, asset management, problem management, and process mapping. Sound decision-making and organizational skills BS degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or any related field Exceptional English communication, both written and verbal Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 8AM-5PM Must be amenable to reporting to our Makati office as required Good to Have: Holder of Cisco, AWS, Microsoft, Google, or similar certification is required ITIL Foundation Certified Participated and Completed a Lean Six Sigma Project Project Management Certified