The Role
Lead the internal Level 1–2 IT support team, manage the managed service provider, and ensure reliable service delivery across Philippine offices. Oversee onboarding and offboarding, incident and problem management, office IT readiness, vendor performance, documentation, and escalation processes. Coordinate with Facilities and Operations on expansions, maintain security and ISO 27001-related controls, track risks and remediation, and provide leadership visibility into IT performance.
Summary Generated by Built In
Set-up and Location: ONSITE - Ortigas, Pasig
Work Schedule: 6:00 AM - 3:00 PM Philippine Time
Employment Type: Full-time
This is a people leadership and vendor management role focused on overseeing IT support and ensuring our managed service provider delivers.
The Role
You will lead our internal IT support team (Level 1–2), manage vendor performance, and ensure a smooth IT experience for staff across the Philippines.
You are not expected to design infrastructure or personally configure firewalls. You are expected to drive accountability, follow-through, and service quality.
We operate in a co-managed IT model, so experience of managing an MSP is critical for this role.
What Success Looks Like
- IT support runs smoothly and professionally
- Joiners and leavers are handled cleanly and on time
- Escalations to the MSP are clear and structured
- Incidents are tracked, resolved, and learned from
- Internal IT staff are supported, coached, and held accountable Leadership has visibility over risks and performance
What You'll Do
You’ll be the kind of person who:
Internal IT Support Leadership (Level 1–2)
- Own the end-to-end IT service delivery experience, including:
- End-user computing (devices, access, onboarding/offboarding)
- Identity and access management (joiners, movers, leavers)
- Office IT readiness for new sites and expansions
- Ensure system uptime, reliability, and performance for client-facing teams
- Partner closely with Facilities and Operations on office builds, expansions, and capacity planning
- Act as the escalation point for complex or business-impacting IT issues
MSP & Vendor Management
- Manage the day-to-day relationship with our MSP
- Ensure service levels are met
- Track open issues and drive timely resolutio
- Escalate when required and hold vendors accountable
- Review change requests and ensure they align to business needs
- Maintain clear documentation and handovers
IT Operations & Office Readiness
- Ensure offices are IT-ready for new hires and expansions
- Coordinate with Facilities for workspace setup
- Support capacity planning for growth
- Monitor recurring issues and implement preventative actions
Incident & Problem Management
- Own coordination during major incidents
- Ensure proper root cause analysis is completed
- Track corrective actions
- Communicate clearly with leadership when required
Governance & Basic Security Oversight
- Own local execution of Staff Domain’s IT security posture
- Ensure compliance with internal security policies and external client requirements
- Support ISO 27001 and related controls
- Define and enforce incident response and escalation procedures
- Conduct regular risk assessments and ensure remediation actions are tracked and completed
Requirements
What You Bring:
We're looking for someone with:
- Proven experience operating in co-managed or outsourced IT environments
- Strong understanding of enterprise IT operations, security, and service delivery
- Demonstrated ability to manage incidents, vendors, and senior stakeholders
- Experience leading teams and driving accountability through others
- Experience in BPO, shared services, or multi-site operations
- Exposure to ISO 27001 or similar security frameworks
- Experience supporting international clients with strict security expectations
- Experience operating in build-and-scale environments
- Experience in BPO, shared services, or multi-site environments preferred
Key Traits
- Calm under pressure
- Structured and organised
- Strong follow-through
- High ownership mindset
- Direct communicator
- Focused on outcomes, not technical ego
Benefits
Why You’ll Love Working Here
- HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
- Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!
Let’s Talk
If you’re thinking “this sounds like me” it probably is. Click apply. We can’t wait to meet you.
Skills Required
- Proven experience operating in co-managed or outsourced IT environments
- Strong understanding of enterprise IT operations, security, and service delivery
- Demonstrated ability to manage incidents, vendors, and senior stakeholders
- Experience leading teams and driving accountability through others
- Experience in BPO, shared services, or multi-site operations
- Exposure to ISO 27001 or similar security frameworks
- Experience supporting international clients with strict security expectations
- Experience operating in build-and-scale environments
- Experience in BPO, shared services, or multi-site environments
Am I A Good Fit?
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The Company
What We Do
Staff Domain is a leading offshore outsourcing and Business Process Offshoring (BPO) company that supports global businesses by providing dedicated teams for recruitment, engagement, and operational management, enabling cost savings and rapid growth.
