Technical Team Lead / Service Delivery Manager (Davao & Iloilo)

Work Setup: Onsite - Ilo-ilo and DavaoSchedule: Night Shift | 8:00 AM – 5:00 PM ESTEmployment Type: Full-TimeIT By Design is expanding, and we're excited to announce that we are opening a second office location!As we grow, we are looking for experienced IT leaders to join us as Service Delivery Managers and Technical Team Leads. These are two separate leadership opportunities, and we’re looking for talented professionals who are ready to take on a leadership role and be part of the pioneer team at our new site.If you have experience leading technical teams, managing IT operations, supporting infrastructure, or driving service delivery excellence, we want to hear from you!Service Delivery ManagerThe Service Delivery Manager will lead service desk operations, drive service quality and performance, manage escalations, and ensure strong client relationships and customer satisfaction.

Key Responsibilities

Lead and manage the service desk team's daily operations, priorities, and performance.Serve as a key escalation point for complex technical and client issues.Manage service quality, productivity, SLA performance, and customer satisfaction.Build and maintain strong relationships with US-based clients.Coach, mentor, and develop technical team members.Monitor risks, escalations, projects, and outstanding client issues through resolution.Lead problem investigations, root-cause analysis, and service improvement initiatives.Develop and maintain service desk processes, standards, documentation, and procedures.Track and report service performance metrics and operational updates.Partner with technical teams and leadership to implement changes and deliver new services.Ensure accurate ticket, activity, and operational tracking.What We're Looking For:3+ years of experience in Service Delivery, Service Desk Management, or IT Operations leadership.Experience working in an MSP or MSP technology environment.Experience supporting US-based clients and managing client relationships.Strong technical understanding of IT applications, systems, infrastructure, and support processes.Proven experience leading, coaching, and developing technical teams.Strong problem-solving, decision-making, and escalation management skills.Excellent communication, presentation, and customer service skills.Experience with ConnectWise or similar PSA/RMM platforms is an advantage.Technical Team Lead The Technical Team Lead will provide technical and people leadership for infrastructure support, ensuring the performance, availability, and reliability of IT environments while driving team performance and continuous improvement.

Key Responsibilities

Lead and manage technical teams supporting servers, networks, storage, and cloud environments.Oversee monitoring, maintenance, troubleshooting, and optimization of IT infrastructure.Provide technical guidance, coaching, and mentorship to team members.Manage daily team activities and ensure timely resolution of incidents and service requests.Develop and enforce operational procedures, workflows, and best practices.Track and report technical and team performance metrics.Act as the escalation point for complex technical issues.Plan and coordinate infrastructure projects, including upgrades, provisioning, and migrations.Collaborate with vendors and external service providers.Identify opportunities for automation and process improvement.Proactively identify technical risks and vulnerabilities and implement solutions.Stay updated on emerging technologies and recommend improvements.What We're Looking For:5+ years of experience in IT infrastructure support.Proven experience leading technical teams in a fast-paced environment.Strong knowledge of IT infrastructure components.Strong organizational, decision-making, and problem-solving abilities.Excellent communication and interpersonal skills.Ability to work under pressure and manage multiple priorities.Experience with servers, networks, storage, cloud, and related infrastructure technologies.Whether you're applying for Service Delivery Manager or Technical Team Lead, we're looking for leaders who:Are experienced in managing and developing technical teams.Can confidently handle escalations and make sound decisions.Are comfortable working in a fast-paced IT environment.Have strong communication and stakeholder management skills.Are focused on service quality, operational excellence, and continuous improvement.Are willing to work onsite on a night shift schedule.Are excited about being a pioneer and helping establish our second office location.Why Join ITBD?HMO coverage effective Day 1 with 3 free dependentsLife InsurancePet InsuranceGovernment-Mandated BenefitsAnnual Performance Review and Bonus13th Month PayFree Meal, Coffee & SnacksOpportunity to be part of the pioneer team for our second officeOpportunity to help build and shape a growing ITBD site and teamAbout IT by DesignIT By Design (ITBD) is a global leader in engineering talent solutions, AI transformation programs, and growth enablement services for Managed Service Providers (MSPs). With 800+ employees across the US, India, and the Philippines, we help MSPs scale capacity, improve capability, and operate with clarity.