IT Operations Lead – 24/7 Contact Center

Resolv Global; Philippines; In loco; PHP 502.000 - 614.000; Tempo pieno

Descrizione del lavoro

Resolv Global is seeking an experienced IT Support Manager to lead IT operations and infrastructure for our growing BPO in Davao City. You will oversee IT support resources, ensure reliable systems, and drive proactive improvements in a fast‑paced, 24/7 environment.

You will manage incidents, coordinate with vendors, and lead a team to deliver high‑quality end‑user support while maintaining security and continuity across all IT services.

Competenze

• 5–8 years of IT infrastructure and technical support experience.
• 2–3 years in a team‑lead, supervisory, or similar leadership role.
• Previous experience in a Call Centre/Contact Centre/BPO or 24/7 environment.
• Experience managing IT infrastructure, end‑user support, incidents, and service delivery.
• Experience supervising or coordinating an IT support team.

Mansioni

• Oversee day‑to‑day IT operations for a 24/7 contact centre.
• Maintain servers, networks, desktops, laptops, VPNs, printers, and other IT infrastructure.
• Monitor infrastructure health and proactively identify risks.
• Coordinate planned maintenance with Operations to minimize disruption.
• Maintain backups, redundancy, and disaster recovery arrangements.
• Coordinate with ISPs, vendors, and application teams to resolve issues.
• Own and coordinate IT incidents affecting operations and ensure SLAs are met.
• Lead major incident troubleshooting and provide timely updates to Ops/management.
• Conduct root‑cause analysis for recurring incidents and implement actions.
• Maintain ITIL‑based Incident, Problem, Change, and Request Management processes.
• Ensure accurate technical documentation and knowledge management.
• Oversee desktop, laptop, OS, and application support.
• Manage workstation deployment, patching, upgrades, and replacement.
• Support Windows/M365/AD/Entra/Intune and endpoint security.
• Ensure onboarding IT equipment and access for new employees.

Conoscenze

IT infrastructure management

Technical support leadership

Incident management

Problem solving

Team leadership

Vendor coordination

Formazione

Bachelor’s degree in Information Technology or related field

Strumenti

Windows Server

Microsoft 365

Active Directory / Microsoft Entra ID

Microsoft Intune

ITSM (ServiceNow)

Descrizione del lavoro

Resolv Global is seeking an experienced IT Support Manager to lead IT operations and infrastructure for our growing BPO in Davao City. You will oversee IT support resources, ensure reliable systems, and drive proactive improvements in a fast‑paced, 24/7 environment.

You will manage incidents, coordinate with vendors, and lead a team to deliver high‑quality end‑user support while maintaining security and continuity across all IT services.