Associate Manager – Technical Support (End User Support)

About IRRI

Job Purpose

As Associate Manager – Technical Support (End User Support) you will be responsible for direct communication, alignment, and execution of IT support for IRRI’s HQ workforce. This position is responsible for managing HQ end user support, maintenance, and monitoring of IRRI’s HQ devices, networks, and critical IT infrastructure. This includes supporting the Technical Support Manager in ensuring system patches, incident management, and internal and external event support (A/V) are completed as required. This role also oversees ensuring all of IRRI’s IKS (Information Knowledge Systems) service resources are accessible to IRRI staff, consultants, and affiliates. The end user team is critical in identifying global areas of risk, and improvement for execution by the IKS team. This includes managing and escalating work tickets that may require specialized expertise. You will also need to ensure frequent communication, reporting, and analysis to support the closure or escalation of all HQ related requests to define SLAs. This position will play an important role in supporting our IRRI workforce and IKS team in ensuring HQ staff have access to the right tools for the expansion of a global ERP system, improved global security, and unified global data management strategy.

This position will be based at the IRRI Headquarters, Los Baños, Philippines and may only be filled by permanent citizens of the Philippines.

Roles and Responsibilities

• Assist the Technical Support Manager (TSM) in ensuring global alignment of the HQ end user support/ technical support with the country office TSCLs (Technical Support Country Leads)
• Oversee the execution of HQ network maintenance, monitoring, level 1 and level 2 technical support, and security maintenance including device and A/V management, and help desk operations and system
• Monitor, and maintain global network health including but not limited to: endpoint management, patch management, asset management, network functionality and security
• Oversee internal and external meetings and events quality by ensuring all meeting and event rooms are equipped with proper A/V equipment and user training/ support to run required equipment for a seamless event
• Oversee HQ technical support team with application access, specialized application support (where applicable), device maintenance and support, ERP support, data management support
• Oversee all HQ opened tickets, including follow-up communication management on open escalated tickets
• Secondary administrator for the institute’s incident management system
• Establish close relationships with all other Technical Support leads in other countries, as well as customers in Research and Corporate Services to ensure IKS support services are clearly communicated, and aligned globally
• Ensure the HQ end user support team members have a clear understanding of the needs of the staff in their assigned area
• Assist the global technical support manager in gaps and needs assessments to understand where IKS can better support, and what services need to be provided to best support our HQ staff
• Support the manager in packaging, and communication of new service offerings
• Ensure services are clearly communicated and easily accessible
• Travel as required to better understand global requirements
• Assist the TSM in ensuring on-time (according to determined SLAs) closure of support tickets
• Assist the TSM in ensuring clear and timely reports of tickets, and escalate accordingly
• Assist the TSM in ensuring all critical network and security concerns are properly escalated and addressed regardless of when the issue arises
• Assist the TSM in ensuring that our HQ workforce are made aware of how IT policies, procedures, and applications can improve and impact their work
• Assist the TSM in ensuring proper IT onboarding and offboarding of new employees

Qualifications

• Associate’s or Bachelor’s degree in computer science, or any engineering degree with a minimum of 7 years working experience

Skills Required

Mandatory

• Experience in network, and device security management
• Good communication skills in English
• Experience working with stakeholders, and understanding needs
• People and project management experience

Preferred

• Experience working with reporting / data analytics
• Project management certifications
• Experience building a team
• Experience with data collection tools, and processes

IRRI offers a highly extensive employee benefits package inclusive of globally-covered medical insurance, retirement plan, life and accident insurance and other allowances.

Join our team and be part of our story!

Please note only shortlisted candidates will be contacted.
This position will remain open until filled.