Assistant Manager – IT Operations

Tropical Cloud Works provides IT support and managed services to offices, clinics, and warehouses across Bintulu, and is growing its operations leadership as the client base expands beyond what one working owner-operator can personally manage. This is a genuine step-up role for a technically strong person ready to lead a small team, own client relationships, and bring more structure to how the business delivers. There is real scope to shape operations and grow as the company itself grows.

We're hiring an Assistant Manager to oversee day-to-day IT operations across our Bintulu client contracts, supervising our support technicians and managing escalations directly rather than passing them upward. It is a hybrid role that keeps you close to the technical work while giving you real responsibility for people, service levels, and client satisfaction. We want someone who can lead by example, keep standards high, and help the business scale its service delivery sustainably as it takes on more clients.

Key responsibilities

• Supervise a team of three IT support technicians day to day
• Own escalated tickets that front-line support cannot resolve
• Review client SLAs and flag contracts at risk of breach early
• Plan technician rosters for reliable on-site coverage across clients
• Report monthly operational metrics and issues to the Managing Director
• Onboard new client contracts, including initial network audits
• Coach technicians on ticket quality and client communication standards

What we offer

• Transport allowance
• Performance bonus
• Medical coverage
• Clear leadership growth path

Requirements

• At least 4 years of IT operations or managed services experience
• At least 1 year supervising a small technical team
• Comfortable owning client escalations directly and calmly
• Own transport for occasional multi-site travel around Bintulu
• Able to balance hands-on technical work with team supervision