Cebu City

IT Managed Services

Job Title: IT Managed Services Coordinator
Location: Cebu City, Philippines

Job Summary:

The IT Managed Services Coordinator acts as the crucial link between internal teams, third-party Managed Service Providers (MSPs), clients, and vendors. This role ensures smooth daily IT operations, SLA adherence, and effective resolution of technical escalations while monitoring hardware, software, and cloud service deployments across the organization.

Key Responsibilities:

1. Managed Services & Vendor Coordination

  • Act as the primary point of contact between internal staff, external MSPs, and hardware/software vendors.

  • Monitor vendor performance, maintain service level agreements (SLAs), and manage service contracts/renewals.

  • Log, track, and escalate technical issues to appropriate 3rd-party teams or Tier 2/3 technical leads.

2. IT Service Delivery & Support

  • Oversee IT helpdesk operations and ticket routing to ensure quick resolution times.

  • Coordinate onboarding and offboarding procedures, ensuring setup of user accounts, hardware, and access permissions.

  • Ensure network, endpoint security, and IT infrastructure policies comply with standard security guidelines.

3. IT Asset & Operations Management

  • Track and maintain accurate inventories of hardware, software licenses, network assets, and office IT equipment.

  • Assist in coordinating hardware deployments, software patches, system upgrades, and migrations.

  • Document standard operating procedures (SOPs), incident reports, and system configuration updates.

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field (or equivalent practical experience).
  • 2 to 4 years of hands-on experience in IT support, service desk management, system administration, or MSP account coordination.
  • Solid understanding of core IT infrastructure, cloud platforms (Microsoft 365, Google Workspace, Azure/AWS), and basic networking concepts (LAN/WAN, VPNs, firewalls).
  • Direct experience using IT ticketing and service management (ITSM) platforms like Jira, ServiceNow, Zendesk, or Freshservice.
  • Familiarity with user account provisioning, access management, and hardware/software inventory workflows.
  • Proven ability to monitor Service Level Agreements (SLAs), track service delivery metrics, and manage third-party vendor escalations.
  • Certifications: ITIL v4 Foundation, CompTIA Network+/Security+, or Microsoft Certified Fundamentals