Associate IT Manager

Testronic is a global leader in Quality Assurance and technology services for the games and entertainment industries. We work with some of the world's leading game developers and publishers, providing Functional QA, Compliance QA, Localization QA, Compatibility QA, and other specialized services. 

With diverse teams across Europe, Asia, and North America, we foster an inclusive, collaborative culture built on four core values: We Care Deeply, Passion for Quality, Trust in Unity, and Pride in Ownership. Whether you're starting your career or looking for your next challenge, Testronic offers opportunities to learn, grow, and make a meaningful impact. 

We are seeking a motivated and hands-on Associate IT Manager to support and lead day-to-day IT operations while developing and mentoring a team of IT Technicians. This role is ideal for someone with a strong technical support background who is ready to take the next step into leadership, training, and operational management.

The successful candidate will combine technical expertise with strong communication and coaching abilities to ensure efficient IT support delivery, continuous team development, and excellent service across the organization.

Key Responsibilities

Team Leadership & Technician Development

• Lead, support, and mentor IT Technicians in daily operational activities
• Deliver ongoing coaching and training to improve technical knowledge, troubleshooting capability, and customer service skills
• Assist in developing support staff
• Promote best practices, accountability, and continuous improvement within the IT support team
• Conduct knowledge-sharing sessions and document internal procedures and troubleshooting guides
• Encourage professional development, certifications, and skills growth across the team

IT Support & Operations

• Oversee the IT Help Desk and ensure timely resolution of incidents and service requests
• Prioritise and manage support tickets based on urgency and business impact
• Respond to and resolve hardware, software, networking, and user access issues
• Support workstation setups, hardware installations, user permissions, and software deployments
• Escalate complex technical issues where appropriate while maintaining ownership through resolution
• Ensure accurate logging and tracking of incidents within the helpdesk system
• Maintain compliance with IT policies, change management procedures, and regulatory requirements

Infrastructure & Systems Support

• Support and maintain Windows operating systems, Active Directory, Office 365, Exchange, networking equipment, and virtualised environments
• Assist with system upgrades, testing, configuration changes, and infrastructure improvements
• Participate in project delivery and communicate progress, milestones, and risks effectively
• Support backup systems, endpoint protection, firewalls, and network storage solutions

Requirements

• 3+ years’ experience in IT Support, Help Desk, or Systems Administration roles

• Previous experience mentoring, training, or supervising junior technicians is highly desirable

• Strong understanding of:

• Windows Operating Systems

• Active Directory

• Office 365 & Exchange

• Networking concepts including VLANs and managed switches

• VMware virtualisation

• DNS, DHCP, and endpoint security

• Excellent leadership, communication, and interpersonal skills

• Ability to explain technical concepts clearly to both technical and non-technical users

• Strong problem-solving and organisational abilities

• Ability to work independently while leading a collaborative support environment

Preferred Qualifications

• Cisco CCNA and/or Microsoft MCSA certifications
• Degree in Information Technology, Computer Science, or related field
• Experience working in fast-paced, service-oriented IT environments

Working Conditions

• Occasional after-hours or weekend support may be required
• Ability to lift and move IT equipment when necessary
• Occasional travel between office locations may be required

Benefits

• Medical Plan
• Vision Plan
• Employer Paid Life Insurance
• Employee Assistance Program
• 401K w/ Matching Contribution
• Paid Company Holidays
• Paid Time Off
• Paid Parental Leave

Testronic Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Testronic Inc. is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact USHR@testroniclabs.com.

3+ years’ experience in IT Support, Help Desk, or Systems Administration roles. Previous experience mentoring or supervising junior technicians is highly desirable. Strong understanding of Windows Operating Systems, Active Directory, Office 365 & Exchange, networking concepts (VLANs, managed switches), VMware virtualization, DNS, DHCP, and endpoint security. Excellent leadership, communication, interpersonal skills, and problem-solving abilities. Ability to work independently while fostering a collaborative support environment. Preferred: Cisco CCNA/Microsoft MCSA certifications, Degree in IT/Computer Science, experience in fast-paced IT environments.