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
Company profile
GoTeam
Whether you work from home or report to the GoTeam office in Cebu IT Park, we’ll do our best to make you feel that you’re winning.
You will be given the latest software and hardware tools. You will have frequent (in most cases, daily) contact with your client, who will train you in their policies and procedures.
Every day, you will be supported by a Results Coach, who will ensure you get the guidance, encouragement, and clarity you need, and help you stay aligned with your client’s highest priorities.
As a managed operations business, we are driven to give our clients the advantages of outsourcing offshore, without all the hassles of starting their own company abroad.
Our growing community of clients includes education and corporate training groups, recruitment agencies, real estate brokers, property management businesses, financial services, architecture and construction companies, and more. You’ll build connections and gain experience in the industry that aligns with your goals and interests.
Most are based in Australia and the United States, although we also have growth-stage companies as clients in Canada, New Zealand, Singapore, and the United Kingdom, among others.
Our benefits go beyond industry standards. We were among the first companies to provide free private medical insurance starting on each team member’s first day at work. A qualified dependent gets the same coverage, too, for free.
We are known for our kind and caring culture. We believe the potential that people have is phenomenal, and it can best be unleashed when people feel safe and understood.
We lead with these core values as our foundation:
We CARE: We care deeply about the success of our clients, knowing that their success is our long-term success. We care about our workmates and treat everyone as we would wish to be treated.
We have DRIVE: We possess an internal drive to succeed and help our clients exceed their goals.
We embrace DISCOVERY: We possess a thirst for the discovery of new skills and commit ourselves to extended learning.
We love to EXECUTE: We focus and execute to get the job done. We believe in measurements and creating winnable games across all the work we do.
We always FIND A WAY: We take responsibility, accountability, and ownership for our actions. We embrace challenges and commit to finding resolutions to any obstacle.
We actively show GRATITUDE: We show gratitude for everything our clients, team members, and mentors help us with, to exceed in our work. We do not take anything for granted.
We act with HUMILITY: We are open to listening to others. We seek the third alternative, it may not be my way or your way, but together we commit to finding the best way.
Our Founder and Chief Technology Officer Matt Kesby is experienced in developing employees and organizations to produce outstanding results. He has developed 7 different ventures, created employment for over 500 people, and served more than 1.1 million customers in Australia. In addition to prestigious awards, his accolades also include a Bachelor of Business majoring in Marketing with postgraduate studies in Strategy and Innovation and a 10-year membership with the global community Entrepreneurs Organization. Matt was Execution Practice Leader for FranklinCovey Australia, assisting companies to coach their employees with the methodologies of The 4 Disciplines of Execution and The Seven Habits of Highly Effective People.
Before joining GoTeam, our CEO and Head of Culture Fiona Kesby built a track record in recruitment, including in the IT and construction, and engineering industries. She relocated to Cebu with her 2 daughters in May 2015, a year into GoTeam’s journey, to lead Sales and Recruitment. That soon expanded into taking the helm as CEO. Fiona is committed to “getting the culture right” as the basis for GoTeam's growth and the well-being and performance of all team members. In 2018, inspired by a Zappos culture camp led by Tony Hsieh, Fiona introduced the position of Chief Happiness Officer in GoTeam.
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