Senior Manager Technical Services

Qore Team FZ-LLC; Philippines; Remote; PHP 1,800,000 - 3,200,000; Full time

Job summary

Qore Team FZ-LLC is seeking an experienced IT leader to build and run a disciplined remote technical operation for client organisations. This dual-remit role combines hands-on leadership with outsourced Technical Services Manager responsibilities.

You will oversee remote engineers, manage SLAs, escalations and service quality, and drive improvements across Microsoft 365, cloud identity and network services while working with UK-based clients from the Philippines.

Qualifications

• 8+ years in IT infrastructure, service delivery or technical support leadership.
• Proven remote team management and coaching experience.
• Advanced hands‑on capability across Microsoft 365, identity, security and device management.
• Strong client communication and executive reporting skills.

Responsibilities

• Build and lead remote engineering teams across multiple clients.
• Own service delivery, escalations, SLAs and ticket lifecycle.
• Oversee Microsoft 365, cloud services, identity governance and security posture.
• Plan and execute remote deployment projects and migrations.
• Develop runbooks, documentation and knowledge assets for repeatable delivery.
• Provide business‑facing summaries and risk assessments to clients and leadership.

Skills

Remote team leadership

IT operations management

Microsoft 365 administration

Cloud and identity (Azure/Entra)

Tools

Microsoft 365

Azure

Entra ID

Intune

Defender

Job description

Qore Team provides outsourced growth and operational services to businesses, including managed remote IT support and technical service delivery. We are expanding our technical-management capability to support our internal service operation, a UK-based sister company and additional outsourcing clients.

The opportunity

We are seeking a highly experienced, technically credible IT leader who can build and run a disciplined remote technical operation while acting as a trusted outsourced Technical Services Manager for client organisations. This is a dual-remit, hands-on leadership role—not a help-desk-only, purely administrative or advisory post.

INTERNAL DELIVERY LEAD

Build service processes, direct remote engineers, improve performance and quality, control technical escalations, and scale a repeatable support function.

OUTSOURCED CLIENT TSM

Own the customer-facing technical relationship, oversee client support performance and projects, advise stakeholders, and lead practical IT improvements.

What you will own

1 Remote technical-team leadership and service operations

• Lead, allocate and quality-check the work of remote L1/L2/L3 engineers and external specialists across multiple customer environments.
• Coach and develop engineers through 1:1s, call/ticket reviews, skills assessments, technical mentoring, onboarding and measurable improvement plans.
• Own help-desk priorities, SLAs, escalations, ticket ageing, reopenings, customer updates, capacity planning and effective handovers.
• Set service standards, support boundaries, runbooks, knowledge articles and technical documentation that enable consistent delivery and continuity.
• Act as the senior escalation point for complex incidents; bring structure to root-cause analysis, corrective action and major service recovery.

2 Outsourced IT management and customer liaison

• Act as the accountable IT/technical-service lead for assigned outsourcing clients, initially including a UK-based sister company.
• Build effective relationships with directors, operational leaders, education-sector stakeholders and nominated client contacts; translate technical issues into business impact and decisions.
• Lead technical service reviews, operational reporting, risk and lifecycle assessments, improvement roadmaps, project meetings and supplier escalations.
• Own service‑optimisation actions and oversee client delivery against agreed contracts, SLAs, budgets and authorised scopes without making unapproved commercial commitments.
• Support technical scoping, effort estimates, project proposals, standardisation and sensible technology recommendations for clients.

3 Advanced Microsoft 365, cloud and identity

• Provide expert oversight of Microsoft 365 administration, tenant health, migrations and incident resolution, including Exchange Online, Teams, SharePoint Online, OneDrive and collaboration controls.
• Lead Entra ID, identity and access governance, MFA, Conditional Access, licensing, Microsoft Intune / endpoint management, and Microsoft Defender / security configuration.
• Review security posture, mail flow, permissions, device policy, configuration drift and service lifecycle; guide engineers through remediation and documented changes.
• Work confidently with associated Azure/cloud services, hybrid identity and integration dependencies where present.

4 Networking, wireless, server and remote-access architecture

• Design, diagnose and improve business networking: switching, routing, firewalls, VLANs, WAN, site-to-site and remote-access VPNs, TCP/IP, DNS and DHCP.
• Own wireless architecture and troubleshooting: access‑point placement, coverage and capacity, roaming, channel planning, authentication, segmentation and security for business and school environments.
• Support Windows Server and hybrid estates including Active Directory, Group Policy, file services, virtualisation, backup dependencies and operational resilience.
• Provide technical leadership for Remote Desktop, RDS and other approved remote-access technologies, including permissions and secure administration.

5 RMM, help desk, patches and endpoint standards

• Manage remote monitoring and management (RMM), asset visibility, alerting, endpoint maintenance and proactive fault identification across client estates.
• Own the controlled deployment of Windows, server, application and security updates, including patch policy, testing, rollout rings, scheduling, failure remediation and rollback.
• Drive help‑desk quality through clear tickets, next actions, accurate time recording, knowledge capture, escalation controls and meaningful performance dashboards.
• Evaluate safe automation and standard configurations to reduce repeat incidents, avoidable manual work and service risk.

6 Remote project and deployment leadership

• Plan and lead remote Microsoft 365, endpoint, server, network and wireless deployments, upgrades and migrations, coordinating engineers, stakeholders and third‑party vendors.
• Define technical scope, dependencies, milestones, owners, labour estimates, access requirements, test plans, cutovers, customer communication and acceptance criteria.
• Control delivery risks, project hours, change approval, backups, rollback arrangements, documentation, handover and lessons learned.
• Use agreed project systems and ensure client commitments remain realistic, properly authorised and visible to the Managing Director.

7 Security, governance and continuous improvement

• Apply least privilege, secure remote access, MFA, endpoint security, data protection, supplier coordination and robust change management.
• Coordinate major outages, suspected cyber incidents, evidence preservation, customer communication, recovery actions and preventative measures.
• Understand UK GDPR obligations and the additional safeguarding and filtering/monitoring expectations when supporting schools.
• Provide the Managing Director with concise, evidence‑based reporting on customer risks, service performance, technical debt, projects, engineer development and decisions required.

Essential experience and capabilities

• Typically 8+ years in IT infrastructure, technical support and service delivery, including at least 3 years leading or managing technical engineers; equivalent demonstrable experience is welcomed.
• Proven remote team management and engineer coaching, including improvement of service quality, delivery discipline and individual performance.
• Advanced hands‑on technical capability across Microsoft 365 and associated identity, security, collaboration and device‑management services.
• Advanced networking and wireless architecture, Windows Server, Active Directory, Remote Desktop/RDS and secure remote access.
• Operational experience with RMM, help‑desk/ticketing platforms, patch/update deployments and structured incident management.
• Ability to scope and lead technical projects and deployments remotely, manage competing customer priorities and apply change controls.
• Strong client communication, ownership of service outcomes, problem‑solving judgement, English written/verbal skills and executive‑level reporting.
• Comfortable working autonomously in a growing services business, building practical processes while remaining willing to handle complex technical escalations.
• Able to maintain the agreed full‑time UK‑business‑hours service coverage from a reliable, professional and secure remote working environment.

Preferred experience

• Managed Service Provider (MSP), IT outsourcing or multi‑client technical‑services leadership, especially in UK‑facing delivery teams.
• Support for UK businesses, schools/education, charities or similarly regulated customer environments.
• Zoho Desk, Zoho Projects and Zoho Assist; Datto RMM; Microsoft Intune, Defender, Azure and Entra.
• Cisco, Fortinet or comparable firewall/switching platforms; business Wi‑Fi design, RADIUS, web filtering and monitoring.
• Backup/disaster recovery, cybersecurity/MDR, business connectivity or VoIP; ITIL, Microsoft, networking or project‑management certifications.
• Technical pre‑sales, project estimation, client roadmap/QBR delivery, service profitability or contract‑scope management.

What success looks like in your first 90 days

FIRST 30 DAYS Understand client obligations and technical estates; assess engineer capability, help‑desk/RMM/patching maturity and major risks; establish clear escalation and customer‑reporting routines.

BY 60 DAYS Agree a service‑improvement roadmap and baseline KPIs; implement priority ticket, documentation and patching controls; launch structured engineer coaching and client service reviews.

BY 90 DAYS Lead measurable improvements in one or more client environments, demonstrate controlled project delivery, show reduced recurring issues and maintain a reliable operating/reporting cadence.

Performance will be assessed against service responsiveness and backlog health, incident/reopen trends, patch compliance, project outcomes, documentation quality, customer confidence and measurable engineer development.

Availability and contractor terms

Reliable availability during agreed UK business hours is essential, including adjustment when UK clocks change. Typical UK daytime coverage translates to late afternoon/evening in the Philippines and may extend past midnight. Confirm any constraints before applying. Exact coverage blocks and the 40‑hour weekly scope will be agreed in writing.

• This is an ongoing, full‑time independent contractor engagement. The gross fee, scope, weekly hours, currency, invoicing and payment terms will be confirmed in a written agreement.
• You are responsible for applicable registrations, permissions, tax returns and payments, bookkeeping, invoicing, social contributions, insurance, healthcare and provision for time off.
• Provide and maintain a suitable computer, headset, secure workspace, reliable internet and power, with practical backup arrangements. Include normal equipment, utilities, connectivity and operating costs in the quoted fee.
• Use only approved remote‑access, RMM, ticketing and security systems; protect client information and observe confidentiality, least‑privilege and information‑security requirements.
• No separate employee benefits, allowances or reimbursements are included unless agreed in writing or required by applicable law. Client‑specific licences, approved technical access and additional expenses are handled separately; expenditure requires prior approval.
• Organise your work independently to deliver agreed results, availability, service levels and security outcomes. The written agreement and actual working arrangements must comply with applicable law; statutory rights and obligations are not waived by describing the engagement as contracting.