IT Manager – BPO

EmpireOne BPO Solutions, Inc.; San Carlos; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

EmpireOne BPO Solutions, Inc. is seeking an IT Manager to oversee technology infrastructure, network operations, information security, and technical support across its BPO sites.

You will lead a distributed IT team, ensure uptime and security, manage vendors and budgets, and coordinate with Operations and Compliance to meet SLAs and client requirements. This is an on-site role for Iloilo, with readiness for shifting schedules and emergencies.

Qualifications

• At least five years of IT experience, including two years in leadership or management.
• Experience in a BPO or contact-center environment is required.
• Strong knowledge of network, security, and IT operations.

Responsibilities

• Oversee daily IT operations across BPO sites and accounts.
• Ensure network, servers, telephony, and systems remain reliable.
• Lead and evaluate IT support personnel.
• Monitor uptime, bandwidth, and capacity.
• Manage help-desk operations and SLA adherence.
• Support setup and expansion of new sites and workstations.
• Maintain inventories of IT assets and licenses.
• Implement cybersecurity controls and incident response.
• Coordinate with Operations, HR, Facilities, and clients.
• Develop business-continuity and disaster-recovery plans.
• Review IT budgets and vendor proposals.

Skills

IT leadership

Network infrastructure

Cybersecurity

Incident management

Vendor management

Project management

Team development

On-site support

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft 365

Google Workspace

Active Directory

VPNs

ITIL

Job description

The IT Manager is responsible for overseeing the company’s technology infrastructure, network operations, information security, and technical support services. The role ensures reliable and secure systems across BPO operations while meeting client requirements, service-level agreements, and compliance standards.

The ideal candidate must have strong IT leadership experience within a BPO or contact-center environment.

Key Responsibilities

• Manage daily IT operations across assigned BPO sites and accounts.
• Ensure network, internet, servers, workstations, telephony, and business systems remain reliable and available.
• Lead, coach, schedule, and evaluate IT support personnel.
• Monitor system uptime, bandwidth, network performance, and infrastructure capacity.
• Manage help-desk operations and ensure tickets are resolved within established service-level agreements.
• Support the setup, expansion, and launch of new sites, accounts, and workstations.
• Maintain accurate inventories of computers, phones, network equipment, software licenses, and other IT assets.
• Implement cybersecurity controls, including antivirus protection, firewalls, access management, patching, backups, and incident response.
• Manage user access, onboarding, account changes, and access removal during employee offboarding.
• Coordinate with Operations, Workforce Management, HR, Facilities, Compliance, and clients regarding technology requirements.
• Develop business-continuity and disaster-recovery plans for power, internet, equipment, and system interruptions.
• Manage internet service providers, telecommunications companies, equipment suppliers, and other technology vendors.
• Review IT expenses, vendor proposals, procurement requests, and departmental budgets.
• Maintain IT policies, procedures, network diagrams, equipment records, and incident reports.
• Support client audits and compliance requirements, including SOC 2, PCI DSS, HIPAA, GDPR, and ISO standards, when applicable.
• Investigate system outages, security incidents, and recurring technical issues, including completing root‑cause analyses and corrective action plans.
• Provide regular reports on uptime, ticket volume, resolution time, recurring issues, asset status, risks, and ongoing IT projects.
• Provide technical support during client visits, presentations, audits, and critical operational activities.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• At least five years of IT experience, including a minimum of two years in an IT leadership or management position.
• Required experience supporting a BPO, call center, or other 24/7 operational environment.
• Strong knowledge of network infrastructure, firewalls, switches, routers, VPNs, Wi‑Fi, servers, and internet redundancy.
• Experience with VoIP, contact‑center systems, softphones, headsets, and workforce technology is preferred.
• Experience managing Microsoft 365, Google Workspace, Active Directory, endpoint security, and remote‑access tools.
• Knowledge of cybersecurity, data privacy, disaster recovery, and business continuity.
• Experience managing IT assets, vendors, budgets, and procurement.
• Strong troubleshooting, leadership, communication, and project‑management skills.
• Willing to work on‑site and provide support during shifting schedules, weekends, holidays, and emergencies when required.
• Network and infrastructure management
• Cybersecurity and risk management
• Incident and problem management
• Team development and accountability
• Vendor and budget management
• Business continuity and disaster recovery
• Client and stakeholder communication
• Analytical thinking and decision‑making

Key Performance Indicators

• Network and system uptime
• Ticket‑response and resolution times
• SLA compliance
• Security and audit compliance
• IT asset accuracy
• Successful account and workstation deployments