We are looking for

IT Helpdesk Manager (Proximity, Network)

Last update 05.06.2025

About BNP Paribas Solutions - Philippines Branch

Established in 2024, BNP Paribas Solutions Philippines Branch is a branch of BNP Paribas Group, a leading bank in Europe with an international reach. We provide support services, back-office operations services related to or which further the accomplishment of the corporation’s investment services, banking transaction processing, and equity investment.

About Business line/Function:

Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects. 
 CIB ITO Production ensures the provision of industrialized and digital production services. The scope of this role is to lead the following functions:  

  • Network Infrastructure Management – Includes LAN/WAN, firewall, VPN, and Wi-Fi operations.
  • End-User Support – Covers desktop/laptop support, user provisioning, IT asset management, and first-line incident resolution.

Key Responsibilities

Direct Responsibilities

  • Provide leadership to the network and desktop support teams to ensure operational efficiency.
  • Monitor and manage incident queues and ensure timely resolution as per defined SLAs.
  • Plan and implement infrastructure upgrades, network changes, and support rollouts.
  • Ensure the enforcement of IT policies and procedures across all user systems.
  • Coordinate with third-party vendors and service providers.
  • Maintain IT documentation and ensure knowledge sharing within the team.

Contributing Responsibilities

Team & Process Management:

  • Assign tasks, monitor workload, and provide performance feedback to team members.
  • Facilitate training and upskilling to improve team capabilities.
  • Act as an escalation point for complex technical issues.

Network Management:

  • Manage configuration and maintenance of network devices (routers, switches, firewalls).
  • Oversee network performance monitoring, backups, and security updates.
  • Support VPN and remote access services for end-users.

Desktop Support Management:

  • Ensure end-user systems are operational and secure.
  • Oversee hardware/software installations, troubleshooting, and issue resolution.
  • Maintain an accurate IT asset inventory and lifecycle management.

Compliance & Reporting:

  • Ensure compliance with IT policies, cybersecurity standards, and audit requirements.
  • Prepare regular reports on service desk metrics, system health, and improvement areas.


Must have requirements:

  • Minimum 10 years of experience in IT support, with at least 5 years in a People Management role.
  • Hands-on experience with Windows OS, Active Directory, networking (TCP/IP, DHCP, DNS), and endpoint management.
  • Strong communication, leadership, and problem-solving skills.
  • Experience in managing SLAs, ticketing tools, and remote support tools.
  • Proficient in the Banking or Financial Industry.
  • Support for mobile device platforms.
  • Reporting and minute writing to a high standard.
  • Capable of managing a fast-paced production setting while simultaneously executing aspects of project work. 
  • Display flexibility, adaptability, and open-mindedness in response to frequent and/or significant changes to support needs, working closely with the regional support teams.
  • Knowledge and understanding of Service Management best practices as per ITIL standards.
  • Strong interpersonal skills, verbal, and written communication skills. Ability to interact effectively with customers, vendors, peers, and management via multiple communication channels.
Interested by our offer? Don't wait any longer!

Discover the different professions within BNP Paribas: IT, Tech and Data

BNP Paribas is not just a financial services group. We’re also a tech company. Information systems, data and tools are central to our DNA, and offer a very broad range of career opportunities!

Find out more

Why should I apply?

Basically, why would you want to join BNP Paribas over any other company?

BECAUSE YOU'RE THE KIND OF PERSON WHO WANTS...

  • What if we told you that working in our Group isn’t quite what you might think? At BNP Paribas, we do a multitude of different jobs that are constantly evolving to meet the expectations of our clients and society as a whole. Whether through everyday tasks or major projects, doing one of our jobs means making a personal commitment to taking sustainable action.

  • Feeling good about your job means bringing your whole self to work and being who you are. It’s also about having the resources you need to achieve a healthy work-life balance. Both of these are major commitments at BNP Paribas.

  • At BNP Paribas, developing your skills is as important to us as it is to you. And the skills you learn with us will help you through the rest of your working life.

find out more