IT Service Delivery Manager
GoTeam
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Descripción de la vacante
GoTeam seeks an IT Manager to oversee onsite IT operations in Cebu IT Park, managing the service desk, infrastructure, and access for 500+ users. You will enforce policy, ensure audit-ready proof, and drive ISO/SOC2/compliance initiatives while leading L1 technicians on a fixed day shift.
The role requires hands-on control of devices, AD/Entra ID, M365, and security tooling, with focus on process and documentation as core workstreams.
Formación
- 5–7 years managing IT infrastructure operations, including at least 3 years as an IT Manager.
- Led an IT operations team supporting 500+ users in a Windows 10/11 or thin-client corporate environment.
- Hands-on experience with Microsoft 365, Entra ID/Active Directory, Intune/Autopilot, Group Policies, and software deployment tools.
- Hands-on experience with firewalls, switching/routing, Windows Server, RDP/Citrix or similar, and VoIP/SIP telephony.
- Ran an ITIL-style service desk with SLAs, closure rules, problem management, and reporting.
- Put security controls in place and produced audit evidence for ISO 27001, SOC 2, or similar standards (PCI, HIPAA, SOX), plus working knowledge of the Philippine Data Privacy Act of 2012.
- Experience managing vendors and tracking licences.
- Excellent written and verbal communication skills.
- A bachelor's degree in IT, Computer Science, Information Systems, Engineering, or a related field, or equivalent experience.
Responsabilidades
- Lead the L1 helpdesk and floor technicians onsite with one ticket queue and SLAs.
- Ensure tickets are closed with user confirmation and document root causes.
- Maintain runbooks, standard builds, and client-specific access controls.
- Write and train the team on core IT SOPs (password resets, onboarding/offboarding, device handling).
- Coach the L1 team with clear scope, quarterly goals, and documented coaching.
- Cover for the Director of IT during planned absences.
- Own asset and access lifecycle from day one to clearance.
Conocimientos
Educación
Herramientas
Descripción del empleo
You own the day-to-day reliability of GoTeam's internal IT operations: the service desk, infrastructure and network, device control, and access across every site. Your job is to turn the Director of IT's policies, standards, and security roadmap into processes that hold up on the floor. That means tickets are closed with proof, devices stay enrolled and compliant, access is granted and removed on time, and audit evidence is ready before anyone asks for it.
This is not a ticket-answering role. You lead the L1 helpdesk and floor technicians onsite and work across functions with P&C, Operations, and the Asset team. When something breaks or a security incident hits, you are the first responder. The role suits IT managers who want hands-on control of a 500+ user environment, hold their team to closure standards, and treat documentation and evidence as part of the work.
- 5–7 years managing IT infrastructure operations, including at least 3 years as an IT Manager
- Led an IT operations team supporting 500+ users in a Windows 10/11 or thin-client corporate environment
- Hands-on experience with Microsoft 365, Entra ID/Active Directory, Intune/Autopilot, Group Policies, and software deployment tools
- Hands-on experience with firewalls, switching/routing, Windows Server, RDP/Citrix or similar, and VoIP/SIP telephony
- Ran an ITIL-style service desk with SLAs, closure rules, problem management, and reporting
- Put security controls in place and produced audit evidence for ISO 27001, SOC 2, or similar standards (PCI, HIPAA, SOX), plus working knowledge of the Philippine Data Privacy Act of 2012
- Experience managing vendors and tracking licences
- Excellent written and verbal communication skills
- A bachelor's degree in IT, Computer Science, Information Systems, Engineering, or a related field, or equivalent experience
- Ability and willingness to work onsite in Cebu IT Park on a fixed day shift (7:00 AM–4:00 PM, Monday–Friday)
- Willingness to undergo an enhanced background check (NBI clearance and references), since the role carries privileged access
- ITIL 4, ISO 27001 Lead Implementer or Internal Auditor, Microsoft certifications (e.g., MD-102, SC-300), CCNA, or Fortinet NSE
- Experience with Teramind, Absolute, NinjaOne, or similar tools
- BPO or outsourcing experience across multiple sites
- Experience with security reviews for US or Australian clients
- Comfort using AI tools and automation in IT operations
- You set the standard for how IT issues are resolved. A ticket closes when the problem is fixed and the user confirms it, not when someone replies.
- Lead the L1 helpdesk and floor technicians through one ticket queue with SLAs, priority routing, and P1 escalation
- Close tickets only on user confirmation. When an issue keeps coming back, open a problem record with a root cause and an owner.
- Keep a runbook, a standard build, and a named contact for every client-managed environment GoTeam team members work in
- Write, maintain, and train the team on core IT SOPs: password reset with call-back verification, new-starter setup, offboarding, lost or stolen devices, travel, and client escalation
- Coach and develop the L1 lead and the support team through clear scope, quarterly goals, regular one-on-ones, and documented coaching
- Cover for the Director of IT during planned absences
- You own control of every device and account, from day one until the final clearance.
- Keep one accurate asset register, reconciled against Intune, Absolute, and NinjaOne (or similar) data
- Run the laptop replacement cycle to policy and send refresh work orders to the Asset team ahead of time
- Keep every device enrolled, compliant, country-locked, and geofenced, and act within 24 hours on any device that is offline, unenrolled, or outside the Philippines
- Own asset recovery for leavers with P&C and the Asset team, so IT never delays final clearance
- Run the joiner–mover–leaver process: access ready on day one, leaver access removed within 24 hours with proof, and anaccess reviews every quarter
- Manage Active Directory/Entra ID, Group Policies, MFA, conditional access, and SharePoint permissions under the Director's approval rules
- You keep every site connected and recoverable. Changes are controlled and outages are explained.
- Manage firewalls, switching and routing, Windows Server, remote desktop and thin-client environments, and VoIP/SIP telephony across all sites
- Run and document backups for M365, Google Workspace, and AWS, and test a restore every quarter
- Test office failover and maintain the work-from-home continuity standard
- Apply change control with a rollback step to any change that could affect user access, and report every unplanned outage with its root cause
- You put security controls in place and produce the evidence that GoTeam meets them.
- Implement controls and collect audit evidence as GoTeam builds its ISMS toward ISO 27001 and SOC 2 Type I
- Close audit and pen-test findings
- Keep EDR on every device and publish a patch-compliance report each month
- Act as first responder on security incidents: contain the issue, capture evidence before any device is wiped, and elevate to the Director within incident response timelines
- Lead the User Activity Monitoring and DLP system (Teramind or similar), keep DLP policies current, and provide hours-worked data to Operations
- You make IT spending and performance visible so the Director can make decisions on facts.
- Maintain the IT contract register, including renewal and notice dates, seats, and costs
- Prepare renewal briefs with usage data and alternatives for the Director's decision
- Track licence use and reclaim seats nobody is using
- Deliver the weekly IT exception report and the inputs for the monthly IT scorecard
- Run and test the AI and automation tools IT uses to monitor its own processes, and lead ongoing process improvements
- You build the tools that make IT operations faster and more accurate.
- Develop and deploy AI solutions and agents to optimize IT workflows
- Identify manual, repetitive processes ready for automation
Founded in 2014, GoTeam is a global outsourcing and AI-enabled operations partner that builds and manages high-performing offshore teams for international clients. We combine Filipino talent with structured systems and modern technology to deliver reliable, scalable support across business functions. Great Place to Work® certified for five consecutive years, GoTeam operates at the intersection of operational excellence and people care.
We believe in empowering our team members with growth, stability, and purpose — building careers, not just filling roles.
- Industry-leading HMO with dependent coverage, ₱1M life insurance, 25 paid time-off credits, company-provided equipment, Masterclass and LinkedIn Learning access, wellness programs, and family support services.
Through GoTeam Cares, we create opportunities for our people to contribute meaningfully to Filipino communities.
We are committed to jointly: (1) empowering the next generation with AI and (2) an action orientation grounded in Gratitude, Humility, and a thirst for Discovery. At GoTeam, the entire internal team is supported by a public commitment to AI, including:
- Educating 100,000 Filipinos on AI
- The GoTeam Founder, Matt Kesby's book "Untangling AI" and two associated businesses: Multiplai.tech and aicoaches.com
- Internal staff servicing the business focused solely on AI
Everyone at GoTeam has the ability to and is ENCOURAGED to implement AI. AI is front and center and will be pursued more vigorously going forward — everyone will be EXPECTED to implement AI. You will have unlimited support to drive AI implementations inside the business.
- Company-provided laptop + second monitor
- Industry-best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds and vision reimbursement)
- Option to enroll up to 4 additional dependents via salary deduction
- ₱1M life insurance coverage
- Membership in GoTeam Sports Club, Yoga, and Wellness Programs
- 25 paid time-off credits
- 5 service incentive leave (SIL) days after your first work anniversary
- Salary loan access (post-regularization)
- ₱200/day onsite allowance
- Employee discounts, raffles, and Day-1 welcome gift
- Opportunity to win a trip to Bali through company programs
- Join GoTeam Cares volunteer programs
- ₱10,000 referral bonus + opportunity to win a trip to Bali
- Monthly gratitude events, team dinners, and leadership talks
- 24/7 financial, legal, and counseling support (up to 4 family members)
- Free telemedicine consultations
- Virtual family events and prize opportunities
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