IT Manager

About the Role

The IT Manager runs GoTeam's IT operations day to day: service desk, infrastructure and network, device control, and access. They turn the Director of IT's policies, standards and security roadmap into processes that work. Success means problems are fixed and closed with proof, not just answered quickly.

What You Will Do

Service Desk & Client Support

• Lead the L1 helpdesk and floor technicians. Run one ticket queue with SLAs, priority routing and P1 escalation.
• Close tickets only when the user confirms. When an issue keeps coming back, open a problem record with a root cause and an owner.
• Work with clients and their IT teams so GoTeam team members have the tools, access and support they need to meet their KPIs. Keep a runbook, a standard build and a named contact for each client-managed environment.
• Write, maintain and train the team on the core IT SOPs: password reset with call-back verification, new-starter setup, offboarding, lost or stolen devices, travel, and client escalation.

Device Lifecycle & Control

• Keep one accurate asset register, checked against Intune, Absolute (or similar) and NinjaOne (or similar) data.
• Run the laptop replacement cycle to policy. Flag devices due for refresh in advance and send work orders to the Asset team.
• Keep every device under control: enrolled, compliant, country-locked and geofenced. Act within 24 hours on any device that is offline, unenrolled or outside the Philippines.
• Own asset recovery when people leave. Work with P&C and the Asset team so IT never delays final clearance.

Access & Identity

• Run the joiner–mover–leaver process: accounts and devices ready on day one, leaver access removed within 24 hours with proof, and access reviews every quarter.
• Manage Active Directory/Entra ID, Group Policies, MFA, conditional access and SharePoint permissions, following the approval rules the Director of IT sets.

Infrastructure, Network & Continuity

• 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.
• Use change control, with a rollback step, for any change that could affect user access. Report unplanned outages with their root cause.

Security & Compliance

• Support the Director of IT in building the ISMS toward ISO 27001 and SOC 2 Type I. That means putting controls in place, collecting audit evidence, and closing audit and pen-test findings.
• Keep endpoint protection (EDR) on every device and send a patch-compliance report each month.
• Be the first responder on security incidents: contain the problem, capture evidence before any device is wiped, and escalate to the Director within the incident response plan's timelines.
• Lead and maintain the User Activity Monitoring and Data Loss Prevention system (Teramind or similar), keep DLP policies up to date, and support Operations in checking hours worked.

Vendors, Reporting & Improvement

• 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.
• Prepare 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.
• Other tasks and projects as the organization requires.

People Leadership

• Lead, coach and develop the L1 lead and the support team. Set clear scope and quarterly goals, hold regular one-on-ones, and document coaching.
• Cover for the Director of IT during planned absences.

Skills and Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems, Engineering or a related field, or equivalent experience.
• 5–7 years managing IT infrastructure operations, including at least 3 years as an IT Manager.
• Has led an IT operations team supporting 500+ users in a Windows 10/11 or thin-client corporate environment, ideally across multiple sites. BPO or outsourcing experience preferred.
• Hands-on with Microsoft 365, Entra ID/Active Directory, Intune/Autopilot, Group Policies and software deployment tools.
• Hands-on with firewalls, switching/routing, network administration, Windows Server, and RDP, Citrix or similar.
• Knowledge of VoIP and SIP telephony.
• Has run an ITIL-style service desk with SLAs, closure rules, problem management and reporting.
• Has put security controls in place and produced audit evidence for ISO 27001, SOC 2 or similar standards (PCI, HIPAA, SOX). Working knowledge of the Philippine Data Privacy Act of 2012.
• Experience with vendor management and licence tracking.
• Strong leadership and coaching skills, with high integrity, accountability, and good planning and organization.
• Excellent written and oral communication skills.
• Clean NBI clearance, and consent to an enhanced background check because the role has privileged access.

Preferred

• 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.
• Experience supporting security reviews for US or Australian clients.
• Comfortable using AI tools and automation in IT operations.

Non-Negotiables

• At least 3 years of experience as an IT Manager
• Must be willing to work onsite, graveyard shift
• Has supported at least 500 users
• Excellent communication skills