IT Support Manager BPO Contact Center Operations

Resolv Global; Davao City; On-site; PHP 502,000 - 614,000; Full time

Job summary

Resolv Global is seeking an experienced IT Support Manager to oversee IT operations and infrastructure for its Davao City BPO operations. You will lead IT support resources, manage incidents, and ensure secure, reliable technology for a 24/7 contact center environment.

The role requires strong technical knowledge, proactive problem-solving, and the ability to lead a team in a fast-paced setting. On-site work in Davao City is essential.

Qualifications

• Bachelor’s degree in IT, CS, or related discipline.
• Approximately 5–8 years IT infra and support experience.
• 2–3 years in a leadership or supervisory role.

Responsibilities

• Oversee 24/7 IT operations for a contact center.
• Maintain availability and performance of servers, networks, and endpoints.
• Coordinate incidents and ensure SLAs are met.
• Lead troubleshooting during major incidents and document learnings.
• Manage end-user support, deployments, and access controls.
• Coordinate with vendors and maintain asset records.

Skills

IT leadership

Infrastructure management

Incident management

End-user support

Vendor coordination

Team leadership

ITIL processes

Security awareness

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

Active Directory / Entra ID

Microsoft Intune

ServiceNow

ITSM tooling

Job description

Job Description:

Are you an experienced IT professional with a strong background in infrastructure, technical support, and team leadership?

Were looking for a capable and hands-on IT Support Manager to oversee IT support and infrastructure for our growing BPO operations in Davao City.

In this role, youll play an essential part in keeping our contact center technology reliable, secure, and running smoothly. Youll lead IT support resources, oversee infrastructure and endpoint management, coordinate technical incidents, and ensure our employees have the systems, equipment, and connectivity they need to perform effectively.

This is an opportunity for someone who combines strong technical knowledge with operational ownership, practical problem-solving, and the ability to lead a team in a fast-paced, 24/7 business environment.

We need someone who doesnt simply respond when something breaks. We want a proactive IT leader who can identify risks, minimize downtime, improve processes, and ensure technology consistently supports business operations.

What Youll Be Responsible For

IT Operations & Infrastructure

• Oversee day-to-day IT operations supporting a 24/7 contact center environment.
• Maintain the availability, reliability, and performance of servers, firewalls, desktops, laptops, networks, Wi-Fi, internet connectivity, VPNs, printers, and other IT infrastructure.
• Monitor infrastructure health and proactively identify potential risks.
• Coordinate planned maintenance and infrastructure changes with Operations to minimize business disruption.
• Maintain appropriate backup, redundancy, and disaster recovery arrangements.
• Coordinate with internet service providers, vendors, and application teams to resolve technical issues.

Incident & Service Management

• Own and coordinate IT incidents affecting contact center operations.
• Ensure incidents and service requests are properly logged, prioritized, tracked, and resolved within agreed service-level agreements.
• Lead technical troubleshooting during major incidents and provide timely updates to Operations and management.
• Conduct root-cause analysis for recurring and high-impact incidents.
• Implement corrective and preventive actions to reduce recurring issues.
• Maintain ITIL-based Incident, Problem, Change, and Request Management processes.
• Ensure accurate technical documentation and knowledge management.

End-User & Desktop Support

• Oversee the timely resolution of desktop, laptop, operating system, application, headset, peripheral, and user-access issues.
• Manage workstation deployment, configuration, patching, upgrades, and replacement.
• Support Microsoft Windows, Microsoft 365, Active Directory / Microsoft Entra ID, Microsoft Intune, and endpoint security solutions.
• Ensure new employees have the necessary IT equipment and system access before starting production.

Team Leadership & Management

• Lead, supervise, coach, and develop IT support personnel.
• Assign responsibilities and ensure effective coverage across operational shifts.
• Establish clear expectations, accountability, and service standards.
• Monitor team performance and ensure support requests are handled efficiently.
• Develop team capabilities and encourage continuous technical improvement.

Vendor, Asset & Security Management

• Coordinate with technology vendors and service providers to resolve technical issues and maintain service quality.
• Manage IT equipment, hardware and software inventories, and asset allocation.
• Support endpoint security, patch management, and infrastructure compliance.
• Maintain accurate IT asset records and documentation.
• Support business continuity, disaster recovery, and audit readiness.

How Success Will Be Measured

Your performance will be assessed through:

• Availability and stability of IT infrastructure.
• Achievement of incident and service request SLAs.
• Reduction in recurring IT, network, and voice incidents.
• Resolution times for business-impacting incidents.
• Endpoint, patching, and security compliance.
• IT asset inventory accuracy.
• Quality and timeliness of stakeholder communication.
• Effective vendor coordination and issue resolution.
• Audit readiness and compliance.
• Development and effectiveness of the IT support team.

Working Conditions

• This is an on-site position based in our Davao City office.
• The business operates 24/7, so flexibility to support rotational schedules and provide on-call assistance when required is essential.
• Occasional support outside normal working hours may be necessary during critical incidents or operational requirements.

Compensation & Opportunity

Monthly Salary: PHP 45,000–55,000, depending on experience and qualifications.

Join a growing international BPO organization where your technical expertise and leadership will directly contribute to operational reliability and business success.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our hiring process includes:

1. Resume Review
2. Pre-Screen Questionnaire
3. One-Way Video Interview
4. Live Interviews

Requirements

What Were Looking For

Education

• Bachelors degree in Information Technology, Computer Science, Electronics, Engineering, or a related discipline.

Professional Experience

• Approximately 5–8 years of IT infrastructure and technical support experience.
• At least 2–3 years in a team-lead, supervisory, assistant-manager, or comparable leadership capacity.
• Previous experience supporting a Call Center, Contact Center, BPO, or other 24/7 operational environment is strongly preferred.
• Demonstrated experience managing IT infrastructure, end-user support, technical incidents, and service delivery.
• Experience supervising or coordinating an IT support team.

Technical Knowledge

We are looking for practical experience across several of the following areas:

• Windows desktop administration and troubleshooting.
• Microsoft 365 administration and support.
• Active Directory / Microsoft Entra ID.
• Microsoft Intune or similar endpoint-management platforms.
• LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi‑Fi, routing, and switching fundamentals.
• Firewalls and endpoint security technologies.
• VoIP, SIP, softphones, headsets, and contact center technology.
• ITSM platforms such as ServiceNow or equivalent.
• Incident, Problem, Change, and Service Request Management.
• Hardware and software asset management.
• Backup, business continuity, and disaster recovery processes.
• Infrastructure monitoring and performance‑management tools.

Professional Competencies

• Strong technical troubleshooting and analytical skills.
• Ability to manage high‑severity production incidents calmly and methodically.
• Strong ownership, accountability, and problem‑solving capabilities.
• Effective team leadership and coaching skills.
• Good stakeholder and vendor‑management abilities.
• Ability to explain technical issues clearly to non‑technical colleagues and management.
• Strong documentation, reporting, and organizational skills.
• Ability to prioritize multiple technical incidents and operational demands.

Desirable Certifications

• ITIL Foundation.
• Microsoft certifications.
• Cisco CCNA.
• CompTIA Network+ or Security+.
• Other relevant IT infrastructure or technical support certifications.