Job Description

Department: Information Technology

Reports To: IT Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain.

Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:

The IT Associate Manager will lead the IT Associate team in delivering reliable, day-to-day technical support across Pinnacle. This role oversees helpdesk operations, hardware and software troubleshooting escalations, and the full lifecycle of company IT assets, while building team capability and improving support processes. The IT Associate Manager ensures service levels are met, IT policies are followed, and reports directly to the IT Manager.

Key Responsibilities:

Team Leadership & Supervision

• Lead, coach, and supervise the IT Associate team, including work scheduling, task assignment, and shift coverage.
• Set clear performance goals, conduct regular check-ins and evaluations, and support the growth of each team member.
• Onboard and train new IT Associates on tools, processes, and company IT standards.
• Serve as the escalation point for complex or unresolved technical issues raised by the team.

IT Support Operations & Service Delivery

• Oversee daily helpdesk operations and ensure tickets are handled within agreed service levels.
• Monitor ticket queues, response times, and resolution quality, and act on backlogs or recurring issues.
• Lead root-cause analysis on recurring hardware and software problems and drive permanent fixes.
• Ensure a consistent, professional, and customer-focused support experience for all employees.

Asset Management Oversight

• Own the IT asset inventory and ensure records for assignment, location, condition, and status are accurate.
• Plan and oversee preventive maintenance schedules, device refreshes, and end-of-life disposal.
• Approve device deployment, retrieval, and reissuance for onboarding, transfers, and separations.
• Coordinate with vendors on purchases, warranties, repairs, and replacements, and track related costs.

Process, Security & Compliance

• Develop, maintain, and enforce support procedures, troubleshooting guides, and asset handling standards.
• Ensure devices are patched, secured, and compliant with company IT policies and audit requirements.
• Support access management, onboarding/offboarding controls, and internal or external audit requests.

Reporting & Continuous Improvement

• Prepare regular reports on ticket volume, SLA performance, team productivity, and asset status.
• Identify trends and opportunities to improve tools, workflows, and self-service options.
• Recommend and help implement improvements to reduce downtime and improve user satisfaction.

Collaboration & Projects

• Report team performance, risks, and escalations to the IT Manager.
• Lead or support IT projects such as device rollouts, software deployments, and system upgrades.
• Work with HR, Facilities, and other departments to align IT support with business needs.

Skills & Qualifications:

Required Skills

• Extensive experience in IT support, desktop support, or helpdesk work, including experience in a lead or supervisory role
• Proven ability to lead, coach, and manage a technical support team
• Strong hands-on troubleshooting skills for hardware, software, and basic networking
• Solid knowledge of Windows/macOS, Microsoft 365, and common business applications
• Experience managing IT asset inventories, preventive maintenance programs, and device lifecycles
• Experience managing ticketing or helpdesk systems and service level targets (SLAs)
• Ability to write clear procedures and prepare performance and asset reports
• Strong communication, organization, and decision-making skills, with the ability to manage competing priorities
• Experience coordinating with vendors and handling basic IT budgets or purchase requests

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field
• ITIL Foundation certification or familiarity with IT service management practices
• Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft 365 certifications
• Experience with Microsoft Entra ID (Azure AD), Intune, or other endpoint management tools