APAC IT End User Support Manager

Company Description

We’re the world’s leading sports technology company, at the intersection between sports and media. More than 1,700 sports federations, media outlets, operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

Job Description

PROFESSIONAL PROFILE 

Dynamic and results-oriented professional with over 5 years of experience in customer support functions and team leadership within the IT industry. Proven track record of managing diverse teams to deliver exceptional end-user support while ensuring optimal performance and customer satisfaction. Skilled in developing and implementing efficient processes and practices to drive continuous improvement. Possess excellent communication and interpersonal abilities with a strong focus on building positive relationships with internal and external stakeholders. 
 

EXPERIENCE 

End User Support Team Lead Manila

• Led a team of 10+ Support Engineers spread across multiple sites in the APAC region, ensuring consistent delivery of high-quality customer support. 

• Monitored and managed performance metrics, fostering individual growth and development within the team. 

• Collaborated cross-functionally to identify and implement continuous improvement initiatives, enhancing efficiency and effectiveness. 

• Provided hands-on support for local IT tasks, including hardware and software installation and maintenance, responding promptly to support issues and requests. 

• Supervised local IT support team members, overseeing local IT procurement, account setup for new users, and maintenance of technical documentation and asset inventory. 

• Liaised with global IT teams to ensure alignment with company standards and processes. 

• Demonstrated proactive leadership in resolving technical challenges and driving ITIL best practices. 
   

EDUCATION 

Associate/Bachelor's Degree in Computer Science or equivalent experience 
 

SKILLS 

• Proven leadership skills with experience managing direct reports and collaborating with senior stakeholders. 

• Strong proficiency in popular platforms and software applications, including Microsoft Azure, Office 365, and Exchange. 

• Excellent oral and written communication skills in English, with proficiency in other languages considered an asset. 

• Familiarity with ITIL processes and cloud infrastructure preferred. 

• Willingness to travel across APAC as required (20%-40%). 

• Positive, team-oriented mindset with a proactive approach to learning and adapting to new technologies. 

OFFER 

• Opportunity to work within a motivated and fast-growing company environment. 

• Professional development opportunities and exposure to cutting-edge technologies. 

• Collaborative team environment fostering personal and career growth. 

• Competitive compensation package and excellent work atmosphere. 

Benefits and Perks

Career & Development:

• Online Training Videos
• Training and Workshop

Work-Life Balance:

• 12 days’ Vacation Leave per year (increasing per year up to 20 days maximum)
• Free shuttle service

Family & Security:

• Family Day Event
• Free Health Insurance for one (1) member of the family (for employees 5 years & up)
• Free life insurance upon hire

Recognition:

• Performance related merit increase opportunity
• Employee bonus plan (EBP) subject to eligibility
• 5th & 10th year service recognition and rewards
• Appreciation upon confirmation/regularization

Health & Wellbeing:

• 5 sick days/year
• Wellness talk/seminar
• Free Health Insurance upon regularization
• Annual Physical Exam for all employees
• Free access to Calm app
• Free access to Reulay
• Employee Assistance Program for you and your loved ones

Social & Fun:

• Football and Air Hockey
• Annual Mobile Legend (ML)
• Monthly company activities
• Annual Team Building
• Annual Sportsfest
• Year End Party
• Refreshments at the office

Location

7th and 8th Floors of Axis Tower 1 in Northgate Cyberzone, Filinvest City, Alabang, Muntinlupa , Philippines