IT Support Manager (BPO / Contact Center Operations)

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

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

We're 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, you'll play an essential part in keeping our contact center technology reliable, secure, and running smoothly. You'll 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 doesn't 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 You’ll Be Responsible For

IT Operations & Infrastructure

• Oversee day‑to‑day IT operations supporting a 24/7 contact centre 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 co‑ordinate IT incidents affecting contact centre operations.
• Ensure incidents and service requests are properly logged, prioritised, 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

• 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 organisation where your technical expertise and leadership will directly contribute to operational reliability and business success.

Hiring Process

• Resume Review
• Pre‑Screen Questionnaire
• One‑Way Video Interview
• Live Interviews

Requirements

What We’re Looking For

Education

• Bachelor’s 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 Centre, Contact Centre, 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

• 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 centre 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 organisational 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.