IT Manager - APAC

TYLin is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions.

Job Summary

The IT Manager for the APAC region reports to the Director of Global Service Delivery and plays a dual role in our organization. This position involves providing technical support to employees based primarily in Manila and the surrounding areas, as well as extending support to other APAC countries via remote tools. Additionally, the IT Manager will focus on developing regional resources to build a more advanced and effective support team, enhancing the overall IT support capabilities across the region.

Responsibilities & Qualifications

Responsibilities

• Deliver customer-focused technical support to resolve all technology-related issues promptly and professionally.
• Serve as an on-site resource in the Manila office, including tasks such as imaging computers, setting up new hires’ equipment, and managing IT equipment inventory.
• Accurately document issues and resolutions in the ITSM tool (Freshservice), maintaining clear and concise records of troubleshooting processes and procedures.
• Manage IT assets within the office and across the region, ensuring accurate tracking and maintenance in the ITSM tool.
• Follow defined processes, collaborating with global counterparts, to improve and standardize IT practices across the global organization.
• Engage with local vendors to procure new computers and peripherals, maintaining proper inventory to meet business needs.
• Develop a deep understanding of the APAC region’s IT support requirements and collaborate with the global team to address these requirements.

Qualifications

• Standard working hours are Monday – Friday, 8:00a – 5:00p local Manila time (GMT+8).
• Must be fluent in English.
• Ability to work independently with minimal supervision, demonstrating strong organizational skills and motivation to advance IT support in the region.
• Effective communication skills across various organizational levels and cultures.
• Experience with IT service management (ITSM) tools and methodologies.
• Management Qualifications:
  • Minimum of 5 years of experience in IT technical support, with at least 5 years in a managerial or team lead role.
  • Proven track record managing IT support teams in a multi-regional or international context, particularly within the APAC region.
  • Experience working with teams or clients across multiple APAC countries is highly desirable.
• Technical Qualifications:
  • Expertise in troubleshooting and resolving technical issues across various platforms and technologies that include:
    • Windows operating systems (Win10 and Win11)
    • Remote access technologies (VPN)
    • Software installations and errors
    • Network and local printers
  • Experience with:
    • ITSM tool/ticketing system (ServiceNow, Freshservice, etc.) that includes incident, request, asset management, change, purchasing.
    • Knowledge of infrastructure hardware to include servers, switches, access points, etc.
    • Active Directory, SCCM, Azure, M365

Additional Information

TYLin Group’s Asia Pacific offices provide technical innovations and professional services including civil, structural, mechanical, electrical, geotechnical, seismic engineering, and planning. Our market sectors encompass high-rise buildings, special structures, long-span bridges, marine structures, highways, tunnels, rail and transit systems, and environmental engineering. With experience and offices throughout the Asia including China, Malaysia, Singapore, Taiwan, Vietnam, and Indonesia, we are able to serve our clients with our local knowledge and presence. 

TYLin’s Philippine Branch was founded in Manila in 2021. The branch office is working on the Bataan-Cavite Interlink Bridge (BCIB) project, a high-profile and one of the biggest infrastructure projects of the Philippine Government. The Philippine Branch office envisions itself to become a major industry player by promoting its services to various sectors. 

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TYLin offers a comprehensive total rewards package. Our benefits include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions.

We encourage all candidates to explore our total rewards offering.

TYLin is an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. The company and its employees are required to comply with all local health authority, legal or lawful client requirements.