Senior IT HelpDesk Manager

Role: Senior IT Helpdesk Manager

Benefits

• Salary: 60000-70000 php
• Leave: 16 days PTO
• Public Holidays: Paid AU public holidays
• Bonus: Annual
• Location: Work from home FT

Job Brief

Remotee is seeking an experienced Senior IT Helpdesk Manager to report directly to the Managing Director and take ownership of building and delivering IT support across multiple brands (Remotee / Accountee / Recruit Sync).

This is initially a hands-on role, providing day-to-day technical support while establishing the systems, processes, procedures and SLAs required to build a scalable IT Helpdesk function. As demand grows, you'll have the opportunity to recruit, develop and lead a broader IT support team, and play a key role in growing the business's external IT Helpdesk service offering to our portfolio of clients.

This role will eventually be client-facing, so strong communication skills are essential - you'll be the lead point of contact when engaging directly with international clients via Teams. Candidates with experience supporting recruitment agencies or recruitment technology specifically will have a distinct advantage.

Mandatory Requirements

• 5+ years' experience in a remote IT support helpdesk team, with a clear, demonstrated track record across previous roles.
• 1+ year experience managing a helpdesk team - team leader or above.
• Previous experience providing remote IT support to Australian companies.
• 1+ year consulting and engaging directly with international clients, as you will be the lead when engaging with clients via Teams.
• Excellent troubleshooting, communication and customer service skills.
• Desired/bonus: 1+ year working with recruitment agencies or recruitment businesses in a tech support capacity.

Responsibilities

• Provide remote IT support across hardware set up for new hires.
• Manage and take responsibility for logistics/shipping of all hardware.
• Manage the installation of operating environments for company hardware.
• Implement IT ticket systems, processes and procedures.
• Manage and resolve escalated technical issues.
• Administer and support the Microsoft 365 ecosystem.
• Support Remotee's clients for tech support needs, specifically in recruitment technology, ATS platforms and business applications.
• Maintain IT documentation and security standards.
• Deliver high-quality remote IT support to Australian-based users and businesses.
• Identify key IT supplier partners and procurement procedures.

What's on offer?

• Long-term remote role supporting a growing multi-brand Australian business (Remotee / Accountee / Recruit Sync).
• Ground-floor opportunity to build and shape the IT Helpdesk function from the outset.
• Clear path to grow and lead a broader IT support team as demand increases.
• Direct reporting line to the Managing Director.
• Competitive salary with annual bonus.
• Company hardware provided.
• Fast-paced, supportive and growth-focused team.
• Genuine career growth as the business scales its external IT Helpdesk offering.