IT Managed Services Coordinator – Cebu City

Innovathink Corporation; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Innovathink Corporation in Cebu City seeks an IT Managed Services Coordinator to bridge internal teams, MSPs, clients, and vendors. You will ensure smooth daily IT operations, monitor SLAs, and resolve escalations while overseeing hardware, software, and cloud deployments.

The role involves coordinating helpdesk, onboarding/offboarding, and enforcing security and IT policies. Ideal candidates have 2–4 years in IT support or MSP coordination and familiar with Jira, ServiceNow, Zendesk, or

Qualifications

• Bachelor’s degree or equivalent in IT/related field.
• 2-4 years hands-on IT support or MSP coordination.
• Strong IT infrastructure and cloud knowledge.
• Experience with ITSM platforms (Jira, ServiceNow, Zendesk, Freshservice).
• Familiarity with user provisioning and access management.
• Proven SLA monitoring and vendor escalation experience.
• ITIL v4 Foundation or equivalent certifications.

Responsibilities

• Act as the primary liaison between internal staff, MSPs, vendors, and clients.
• Monitor SLAs and manage service contracts/renewals.
• Log, track, and escalate technical issues to Tier 2/3 teams.
• Oversee IT helpdesk operations and route tickets for quick resolution.
• Coordinate onboarding and offboarding and set up user accounts and hardware.
• Ensure network, endpoint security, and IT policies comply with security guidelines.
• Track inventories of hardware, software licenses, and network assets.
• Document SOPs, incident reports, and configuration updates.

Skills

IT infrastructure

Cloud platforms

Networking basics

ITSM tools

Access management

SLA monitoring

Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field

ITIL v4 Foundation

CompTIA Network+

Microsoft Certified Fundamentals

Tools

Jira

ServiceNow

Zendesk

Freshservice

Job description

IT Managed Services Coordinator – Cebu City

IT Managed Services

Job Title: IT Managed Services Coordinator
Location: Cebu City, Philippines

Job Summary:

The IT Managed Services Coordinator acts as the crucial link between internal teams, third-party Managed Service Providers (MSPs), clients, and vendors. This role ensures smooth daily IT operations, SLA adherence, and effective resolution of technical escalations while monitoring hardware, software, and cloud service deployments across the organization.

Key Responsibilities:

Act as the primary point of contact between internal staff, external MSPs, and hardware/software vendors.

Monitor vendor performance, maintain service level agreements (SLAs), and manage service contracts/renewals.

Log, track, and elevate technical issues to appropriate 3rd-party teams or Tier 2/3 technical leads.

2. IT Service Delivery & Support

Oversee IT helpdesk operations and ticket routing to ensure quick resolution times.

Coordinate onboarding and offboarding procedures, ensuring setup of user accounts, hardware, and access permissions.

Ensure network, endpoint security, and IT infrastructure policies comply with standard security guidelines.

3. IT Asset & Operations Management

Track and maintain accurate inventories of hardware, software licenses, network assets, and office IT equipment.

Assist in coordinating hardware deployments, software patches, system upgrades, and migrations.

Document standard operating procedures (SOPs), incident reports, and system configuration updates.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field (or equivalent practical experience).
• 2 to 4 years of hands-on experience in IT support, service desk management, system administration, or MSP account coordination.
• Solid understanding of core IT infrastructure, cloud platforms (Microsoft 365, Google Workspace, Azure/AWS), and basic networking concepts (LAN/WAN, VPNs, firewalls).
• Direct experience using IT ticketing and service management (ITSM) platforms like Jira, ServiceNow, Zendesk, or Freshservice.
• Familiarity with user account provisioning, access management, and hardware/software inventory workflows.
• Proven ability to monitor Service Level Agreements (SLAs), track service delivery metrics, and manage third-party vendor escalations.
• Certifications: ITIL v4 Foundation, CompTIA Network+/Security+, or Microsoft Certified Fundamentals