IT Operations Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise the Technology helpdesk, technicians, system administrators, and engineering consulting teams.

• Assume full responsibility for the technology team while collaborating with account managers.

• Actively engage in both proactive and reactive client management and issue resolution.

• Collaborate closely with the executive team to ensure efficient operations.

• Oversee service delivery projects, including equipment deployment, software releases, email migrations, and more.

• Develop, maintain, support, and optimize essential functional areas.

• Ensure effective oversight, organization, and motivation of the Technical Operations team.

• Manage processes for documenting client issues, leveraging trends, and conducting impact analyses.

• Build, develop, and lead both remote and onsite teams of technical Operations resources.

• Explore methods to enhance network monitoring and issue response.

• Provide executive-level reporting to facilitate informed decision-making.

• Serve as a liaison between MSP partners and clients.

• Identify staffing requirements and collaborate with the recruitment team.

⛳️ Requirements

• 7–8 years of experience in customer-facing IT Support and Helpdesk Operations.

• 5+ years of IT supervisory experience with a proven history of leading teams, developing staff, and achieving results.

• 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead role.

• Advanced leadership, conflict resolution, and interpersonal skills.

• Strong strategic planning abilities and excellent project management skills.

• In-depth knowledge of client/server technology, network architecture, and various technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access.

• Comprehensive understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and associated security tools.

• Practical experience with business continuity and disaster recovery protocols.

• ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance.

• Significant experience in designing, implementing, and assessing IT metrics and measurements to track service performance.

• Complete service awareness of all key organizational IT services and infrastructure.

• Strong analytical, critical thinking, and problem-solving capabilities.

• Exceptional verbal and written communication skills in English.

• Fully functional and up-to-date computer is required.

• Must be willing to install next-generation endpoint protection.

• Available to work in the US Pacific time zone (8:00am-5:00pm PST), corresponding to 11:00pm - 8:00am PH time.

• Current resident of the Philippines and legally authorized to work from there.

🏝️ Benefits

• Flexible schedules.

• Ability to balance home life with work-life.

• Numerous opportunities for those who are eager and willing to join.