Technical Operations Manager

Archangel Technologies, Inc.
Lapu-Lapu City, Cebu
General Position Description:
The IT Operations Manager leads and maintains the IT Help Desk operation and new hardware deployments and provides IT operations functions for the organization's standard hardware, software, and voice/data network solutions for the platform.
Core Responsibilities:
  • Responsible for leading and maintaining superior IT customer service and help desk support to the administrative and site staff
  • Leads and drives the IT planning, setup, installation and maintenance for existing and new sites
  • Provides project management oversight of assigned infrastructure related initiatives
  • Responsible for managing vendor service level agreements to insure that receives superior services from its third party IT vendors
  • Implements and manages service level agreements and metrics programs as needed to measure quality and delivery of service to our IT customers
  • Capable of providing both hands-on and managerial expertise required to deliver superior services at all times
Leadership Responsibilities:
  • Provides clear direction to achieve goals and creates an environment that fosters team commitment and employee engagement.
  • Demonstrates timely and effective verbal and written communication that is clear, well-organized, and demonstrates an understanding of audience needs.
  • Exhibits a strong and positive work ethic, inspires others, and models the organization’s Genuine, Caring, and Friendly culture and behaviors.
  • Fosters a work environment in which people are able to perform to the best of their abilities.
  • An effective team player who contributes valuable ideas and is capable of delivering on all commitments.
  • Is able to keep up in the MedExpress environment by facing tasks and challenges with energy and passion.
  • Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.
  • Adherence to standards of business conduct and compliance.
  • Bachelor's degree in Computer or Information Science / related field of study
  • 3 to 5 years work-related experience or equivalent combination.
  • Demonstrated experience with standard software applications,
    including MS Office, Windows. Requires metrics reporting skills 
    with ability to manipulate, analyze and interpret data.
  • Familiarity with support and troubleshooting of personal computers and Windows OS related issues
  • Demonstrated strong IT help desk / customer service expertise
  • Ability to recruit, manage and motivate a team of operations support staff.
  • ITIL certification and/or experience is preferred
Working Relationships:
  • Will interact with all employees of the IT department as well as other cross-functional team-members at the Administrative Offices and  sites. Will also interact with members of the Senior and Executive Leadership teams.
Principal Duties and Responsibilities:
  • Responsible for the procurement, installation, and life-cycle maintenance of PCs, servers and LAN network connectivity equipment.
  • As appropriate, provides escalated on-site support of hardware, software and network connectivity issues.
  • Acts as the primary point of support communication between IT and operating, business and functional units.
  • Develop best practice operational procedures for Service Desk operations, metrics and reporting and new center deployment.
  • Responsible for local inventory maintenance and software license management
  • Responsible for maintenance of systems documentation such as IT support operations manuals
  • Serves as the technical and communications liaison to and from stakeholders and office key users for IT communications, initiatives, needs assessments, etc.
  • Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, networking equipment, etc.) for staff.
  • Provides new staff with PC/account setup and orientation.
  • Provides escalated technical support that requires an on-site presence (Network or PC equipment failure).
  • Establishes and enforces SLAs for Enterprise Help Desk support.
  • Provides consulting/training/education services such as staff training/orientation for standard IT systems.
  • Serves as the IT point of contact and accountable for the IT portion of new office/clinic setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.
  • Responsible for IT Operations vendor, contract and outsourcing day to day management.
  • Performs appropriate duties associated with division and IT project-based activities.
  • Participates in the identification, development and communication of new technology standards and best practices, as appropriate.
  • Responsible for monitoring and metrics reporting on Help Desk performance and new deployments.
  • Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
  • Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances.
  • Duties may require non-routine analysis, research and follow-through.
  • May act as a resource to others to solve problems.
  • Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors, assisting with budget development, and compensation planning for direct reports.
  • Purchase equipment and supplies as provided for in budget.
  • Manage and oversee vendor costs and spend.
  • Identify and implement cost saving initiatives.
  • Other duties as assigned.

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Archangel Technologies, Inc.

Archangel Technologies, Inc. was incorporated in 2014. We are an IT services and solutions company that provides reliable, secure, beyond standards quality and scalable IT solutions to clients from various industries, to help them implement best practices of information-enabled management to improve business process and operations.

Our primary goal is to provide the proper integration of IT solutions to start up or already existing companies. Services and solutions will be tailored fit to the requirements of various kinds of businesses, fill the gaps, and apply the necessary needs through intelligent and strategic approach.

Archangel Technologies’ services and solutions include but are not limited to Network and Security infrastructure design/optimization, process automation, cloud computing, software development, and any IT related works needed to maximize the resources and assets of a company.

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