IT Manager | Onsite - Ortigas | PH

Set-up and Location: ONSITE - Ortigas, Pasig

Work Schedule: 6:00 AM - 3:00 PM Philippine Time

Employment Type: Full-time

This is a people leadership and vendor management role focused on overseeing IT support and ensuring our managed service provider delivers.

The Role

You will lead our internal IT support team (Level 1-2), manage vendor performance, and ensure a smooth IT experience for staff across the Philippines.

You are not expected to design infrastructure or personally configure firewalls. You are expected to drive accountability, follow-through, and service quality.

We operate in a co-managed IT model, so experience of managing an MSP is critical for this role.

What Success Looks Like

• IT support runs smoothly and professionally
• Joiners and leavers are handled cleanly and on time
• Escalations to the MSP are clear and structured
• Incidents are tracked, resolved, and learned from
• Internal IT staff are supported, coached, and held accountable Leadership has visibility over risks and performance

What You'll Do

You’ll be the kind of person who:

Internal IT Support Leadership (Level 1-2)

• Own the end-to-end IT service delivery experience, including:
• End-user computing (devices, access, onboarding/offboarding)
• Identity and access management (joiners, movers, leavers)
• Office IT readiness for new sites and expansions
• Ensure system uptime, reliability, and performance for client-facing teams
• Partner closely with Facilities and Operations on office builds, expansions, and capacity planning
• Act as the escalation point for complex or business-impacting IT issues

MSP & Vendor Management

• Manage the day-to-day relationship with our MSP
• Ensure service levels are met
• Track open issues and drive timely resolutio
• Escalate when required and hold vendors accountable
• Review change requests and ensure they align to business needs
• Maintain clear documentation and handovers

IT Operations & Office Readiness

• Ensure offices are IT-ready for new hires and expansions
• Coordinate with Facilities for workspace setup
• Support capacity planning for growth
• Monitor recurring issues and implement preventative actions

Incident & Problem Management

• Own coordination during major incidents
• Ensure proper root cause analysis is completed
• Track corrective actions
• Communicate clearly with leadership when required

Governance & Basic Security Oversight

• Own local execution of Staff Domain’s IT security posture
• Ensure compliance with internal security policies and external client requirements
• Support ISO 27001 and related controls
• Define and enforce incident response and escalation procedures
• Conduct regular risk assessments and ensure remediation actions are tracked and completed

Requirements

What You Bring:

We're looking for someone with:

• Proven experience operating in co-managed or outsourced IT environments
• Strong understanding of enterprise IT operations, security, and service delivery
• Demonstrated ability to manage incidents, vendors, and senior stakeholders
• Experience leading teams and driving accountability through others
• Experience in BPO, shared services, or multi-site operations
• Exposure to ISO 27001 or similar security frameworks
• Experience supporting international clients with strict security expectations
• Experience operating in build-and-scale environments
• Experience in BPO, shared services, or multi-site environments preferred

Key Traits

• Calm under pressure
• Structured and organised
• Strong follow-through
• High ownership mindset
• Direct communicator
• Focused on outcomes, not technical ego

Benefits

Why You’ll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Let’s Talk

If you’re thinking “this sounds like me” it probably is. Click apply. We can’t wait to meet you.