JR-11831: IT Help Desk Manager | WFO Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia. Cloudstaff is not just another outsourcing provider - we are your true difference maker. Future-proof your career with Cloudstaff and open the doorway to unlimited success. Join a family of like-minded individuals who value collaboration, respect, and a healthy work-life integration. Together, we'll create an atmosphere where you can thrive personally and professionally. 13 World-Class Offices Across the Globe 5,000+ Amazingly Talented Cloudstaffers 4.6 Overall Feedback Rating on Glassdoor Work Setup: Work From Office Pampanga/Makati/Ortigas/Cebu/Baguio Night Shift Responsibilities: Build and manage a team of Level 1, 2, and 3 support technicians Continuously train technicians, improving their skills and ensuring high standards of service delivery Create, document, and execute processes and procedures to enhance team effectiveness Conduct regular audits of tickets to identify trends, gaps, and areas for improvement Maintain optimal issue response and resolution times Oversee full documentation of activities by IT Service employees on tickets and projects Coordinate technician dispatch to customer sites, ensuring preparedness for tasks Conduct regular one-on-ones and reviews with team members Collaborate with colleagues to continuously improve operations and processes Qualifications: 4+ years of managing an IT Help Desk, Call Center, or other technical team 4+ years of combined desktop, systems, and networking hands-on experience Proven level 3 technical skills in desktop support and systems Strong understanding of ticketing system best practices Technical Skills Needed: Desktop Support (Windows), Remote User Support (Datto RMM), Active Directory and Group Policies, Virtual Environments (Azure/Hyper-V), Microsoft 365 administration, migrations, and security, Outlook & Webmail (Exchange and O365) Various Windows operating systems and platforms, General networking, TCP/IP, Layer 2 (VLAN), Routing, Switching, Firewalling basics, Printer Installations and Troubleshooting, Email Filtering Software (Avanan), and Ticketing systems and time keeping (Autotask PSA) VoIP (Cytracom & bVoIP) About Cloudstaff Cloudstaff was established in 2005 by Australian internet pioneer, Mr. Lloyd Ernst. The company currently has over 4,000 employees headquartered in the Philippines with a leadership team that consists of both Western and Filipino executives. We help companies be more competitive through smarter outsourcing. Why will you love working with Cloudstaff Cloudstaff is committed to building the #1 Workplace Everywhere, and this is what makes us unique in the outsourcing industry. We take the time to understand what our people need and what it takes to maintain a productive and happy work environment. Everything we do is aimed at providing our staff with a work culture that they can look forward to every single day. From staff engagement initiatives to meaningful perks, we ensure that we do the best we can and that we do it better every time. We take pride in our awesome workforce and we deliberately support their personal and professional development with our specialized training programs and mentoring. Being #1 is not about us, it's all about our people, it's all about you! Competitive Pay Company-Provided PC/Laptop Set-Up & Fiber Internet Connection HMO/Medical & Dental Insurance Coverage + 1 FREE Dependent (16th Day Upon Hire Date) Rice Subsidy Quarterly CS Perks (Groceries & Snacks) Work Travel Insurance Service Incentive Leaves Employee Share Units FREE Access to CS Academy Courses Ongoing Career Advancement Opportunities Social Clubs & Special Interest Groups Unlock these exceptional Employee Benefits & Perks when you get hired in CLOUDSTAFF!