MNL - IT Support Officer, EO
The British Embassy Manila is a large diplomatic mission delivering a dynamic and rapidly expanding programme of activity in support of the UK’s objectives on prosperity, security and consular matters. The Embassy is a modern, diverse and inclusive employer where everyone contributes to the embassy’s values of Respect, Integrity, Collaboration and Excellence.
Main purpose of job:
The jobholder will manage the effective day-to-day operation, maintenance and security of British Embassy Manila’s IT systems, including Osprey, standalone IT infrastructure, end-user devices, VOIP telephony, mobile devices, authorised applications, Microsoft 365 tools and other communication technologies, in line with FCDO standards.
The role acts as Post’s focal point for ICT issues, working with UK-based teams, PAGSs, the Helpdesk, Regional Service Manager, Service Delivery Manager, Secure Technical Support Officer and other stakeholders to monitor service performance, resolve issues, report incidents or degradations promptly, and escalate through the correct channels where required.
The jobholder will brief users on IT security responsibilities, standard operating procedures and the Acceptable Use Policy; support crisis and business continuity readiness through ICT and Crisis Committee participation; line manage the Deputy ITSO; and contribute to practical service improvements using approved digital tools.
Roles and responsibilities / what will the jobholder be expected to achieve?
- Oversee day-to-day local IT service delivery for British Embassy Manila, helping to maintain reliable systems, respond to user issues, manage priorities and deliver timely support in line with Post needs and FCDO standards.
- Act as Post’s primary local focal point for ICT matters, assessing and coordinating the resolution of user, system, network, infrastructure and security issues. Make sound operational decisions, engage the appropriate specialist teams and follow issues through to resolution.
- Promote compliance with FCDO IT, cyber security, information management, asset, access and acceptable-use policies by briefing users, distributing Standard Operating Procedures, reporting security breaches through the correct channels and maintaining local records where required.
- Maintain effective governance and audit readiness by ensuring asset, access, incident, service request, assurance and business continuity records are complete, accurate and current.
- Provide induction, guidance and user support on IT procedures, system use, cyber security responsibilities, approved digital tools and changes to FCDO ways of working.
- Contribute as an active member of the ICT Committee and Crisis Committee, supporting readiness checks, incident response arrangements and availability of IT equipment, connectivity and secure communications.
- Manage local IT planning, resources and service improvements, including supplier coordination, procurement, expenditure monitoring and routine changes to systems or infrastructure. Ensure risks, approvals, records and user communications are managed through approved FCDO procedures.
- Line manage and provide clear direction to the Deputy ITSO, setting priorities, allocating work, supporting performance and ensuring timely delivery to the required standard.
Resources managed (staff and expenditure)
The role will manage local IT-related with line management, tasking, performance support and oversight of DITSO, contractors, suppliers and service providers where required. The jobholder will contribute to IT budget planning, forecasting and monitoring; support procurement or renewal activity; maintain accurate records; assess local risks; and ensure value for money, compliance and audit readiness in line with FCDO financial and assurance controls.
- Relevant degree or professional qualification in Information Technology, digital services, information systems, computer science or a related technical field.
- At least three (3) years’ current relevant experience, in the candidate’s current role or capacity, supporting IT service delivery or IT service management, infrastructure, authorised applications, devices, user support and incident escalation in a professional environment.
- Strong troubleshooting and diagnostic skills, with the ability to assess infrastructure, connectivity, hardware, software and user issues, make sound decisions, prioritise competing demands and escalate appropriately.
- Working knowledge of data infrastructure cabling, including copper and fibre, and basic telephony support, with the ability to diagnose common issues, coordinate support and escalate where specialist input is required.
- Good understanding of IT security, asset and access controls, information management, audit readiness, business continuity and the importance of protecting technology infrastructure.
- Strong Microsoft 365 and digital workplace capability, including SharePoint, Teams, Power Apps and approved AI tools, with the ability to support responsible adoption, strengthen reporting and improve local processes.
- At least three (3) years’ experience in line management in the candidate’s current role, including setting priorities, tasking work, supporting performance, providing guidance and ensuring delivery through others.
- Experience supporting budget monitoring, procurement, supplier coordination or contract/service provider management, with a focus on value for money and compliance with organisational controls.
- Strong stakeholder management and communication skills, with the ability to explain technical issues clearly, influence users, manage expectations and translate operational requirements into secure, practical IT solutions.
Language requirements:
- Languages: English
- Level of language required: Proficient
- Experience leading IT or digital change in a corporate, government, diplomatic or international organisation, including delivery of technology improvements across multiple teams or stakeholder groups.
- Professional certification or training in IT service management, cybersecurity, networking, cloud services, Microsoft 365 administration, Power Platform or a related digital discipline.
- Experience developing or administering Power Apps, automation tools, SharePoint sites, dashboards or approved AI-enabled solutions to improve business processes, reporting, information management or service delivery.
- Experience supporting IT elements of crisis response, business continuity planning, incident management or high-profile operational events where technology availability and secure communications were critical.
- Experience contributing to IT roadmaps, service improvement plans, budget forecasting, supplier performance management or audit/assurance activity.