IT Manager
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SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world. Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.


SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market. There was an underserved niche of customer support needed for fast-growing tech startups.


After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja’s before appointing fellow entrepreneur, Connor Tomkies to be CEO.


The duo form a unique partnership, as Cody’s passion exists with technology and processes while Connor loves working with people. The company now employs 250+ people in its Philippine office with ambitious expansion plans.


Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.


Be a Ninja and enjoy the following benefits:


  • Fun, fast-paced environment where you can stretch your creativity!
  • Stress-free start up accounts
  • HMO + 1 dependent upon hire!
  • Life Insurance upon hire!
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary!




PRIMARY OBJECTIVES: To have effective management of the comprehensive IT programs and services, and oversee the entire IT department initiatives which includes network management, software development and network security of SupportNinja. The IT Manager shall also ensure the smooth delivery of administrative and technical support relating to IT activities in accordance with Support Ninja’s philosophy and policies on data security and information services.




  • Oversees the implementation of various IT programmes and strategies
  • Develops and implements new technologies for more efficient business processes related to IT infrastructure
  • Provide strategic direction for the scope of work of IT team members and assignment of duties and responsibilities
  • Analyzes business technology needs of the organization based on the changing technological requirements of clients
  • Works with top management to discuss and determine technology projects needed for the business
  • Develops IT policies and procedures for the proper implementation of IT-related processes and protection of IT assets to sustain business goals
  • Provides management and leadership to the IT Department to support daily operations and continue to enhance IT systems and services to meet the external and internal customers’ requirements
  • Oversees purchases and maintenance of office computer equipment and peripherals
  • Reviews and approves technology projects endorsed by the IT Assistant Manager in relation to process improvement, infrastructure changes, and cost-impacting IT initiatives
  • Responsible for the management of multiple information and communications systems including voice, data, imaging and office automation and ensures government compliance are met within industry standards
  • Performs gap analysis to determine required changes to core systems of the organization directly affected by IT
  • Creates test scenarios, conduct testing efforts, and, designs and documents proposed efficiency  and cost-saving solutions to top management as part of annual operational review of the unit and the services provided by IT department
  • Responsible for the accurate auditing and implementation of Information Security Management System within the organization
  • Directs and delegates overall strategy on software development as a response to the continuing effort to protect the proprietary assets/information via information technology measures
  • Completes request-for-proposal (RFP) document required by clients and institutions for compliance purposes
  • Coordinates continuously with IT service providers including VOIP, ISP, and other telcos for the seamless connectivity of the organization to clients business requirements
  • Collect necessary specifications for each department and make sure the IT-related requirements are met
  • Serves as expert resource person on all IT-related issues and concerns of the organization
  • Develops an effective business plan for the unit in alignment with the company objectives for the year covering department budget, space plan, resources strategy and unit operational plan
  • Establishes IT departmental goals, objectives and operating procedures
  • Directs the staff development initiatives of the whole team to enhance the effectiveness of employee performance in relation to company objectives
  • Prepares memos/communications on matters involving specific areas of responsibility as IT manager and acts on requests within his/her level of authority
  • Prepares the immediate subordinate’s  job design and determines the job scope required for each project
  • Conducts job orientation to his/her direct reports to clarify job functions and performance expectations
  • Utilizes appropriate, creative and innovative strategies in team development and individual team member growth
  • Reviews existing organizational structure to introduce calibration of functional units based on the competencies and job scope; and make recommendations for a re-structuring if necessary
  • Participates actively on all training and team building activities
  • Participates in policy creation for IT interventions, organizational designing, strategic planning, and vision-mission-values (VMV) long-term organizational calibration
  • Resolves issues and conflicts in his/her unit to continually maintain the health and welfare of the team to address their motivational needs
  • Provides appropriate training and coaching interventions for the IT department which focuses on various employee skills i.e. technical competencies, values enhancement, workplace attitude, and strategic thinking
  • Ensures subordinates comply with existing policies and procedures
  • Institutes disciplinary action within his/her level of authority when needed
  • Establishes a system of monitoring and evaluation of subordinate’s performance based on approved plan
  • Conducts regular supervisory sessions with individual members to establish a healthy balance between recognition and discipline in the workplace including applying appropriate corrective actions or remedial measures in case of deviation
  • Prepares a developmental plan with team members to address the areas for improvement and ensure the performance standards of subordinates are properly calibrated
  • Spearheads the PIP program within the IT department  in coordination with HR department in the implementation process
  • Update team members on pertinent policies and other developments affecting their employment
  • Conduct regular one-on-one meetings to serve as a temperature check of the employees’ insights on the organizational system and overall governance
  • Recommends to mancom different development activities to continually upgrade employee welfare initiatives and organizational strengths including competency mapping to be translated into behavioral success indicators of subordinates
  • Monitors the smooth implementation of PMS and uses its data to accomplish organizational enhancements within IT
  • Reviews and submits to mancom the monthly/quarterly budget, work programs, status reports of the department
  • Creates and facilitates learning programs involving improvement of specific IT areas of responsibility, group dynamics, department processes unique to IT department
  • Provides direction during Succession Planning activities involving the IT department structure
  • Facilitates cliniquing session to immediately address grievances of his/her team members
  • Consults with management on unit performance, organizational calibration, and leadership matters
  • Conducts needs assessments to determine measures required to enhance overall company performance following both interdepartmental and intradepartmental factors
  • Recommends and delegates coaching and mentoring where appropriate
  • Provides insights during business planning in maintaining the effectiveness of OD strategies i.e. team building, rewards and recognition program, career mapping,  and keeping it relevant to the changing industry parity parameters
  • Provides expertise in the facilitation of strategic planning and business case analysis per department



  • 5 years or more experience in the field of Information Technology or Management Information System
  • Must have 2 years valid Managerial role managing team members
  • Demonstrable Relevant Experience or College Degree in Information Technology, Computer Engineering, Computer Science or any IT-related field
  • Has attended at least 5 courses on People Dynamics, Soft Skills Training, Organizational Designing
  • Has completed the Basic Supervisory Skills and Managerial Skills Training from a recognized learning institution
  • Graduate or advanced academic degree is a plus
  • Certified IT Professional credential is an advantage
  • Registered Engineer is an advantage
  • Windows Server 2016 and 2019
  • WSUS and SCCM experience
  • Implementation and management of an RMM
  • VMWare ESXi 6.xx and Vsphere 6.xx
  • Cisco, and/or PFsense, and/or  SonicWall, and/or Sophos UTM
  • Design and Implementation of networks that feature Layer 2 bridged devices for monitoring and management
  • Demonstrable skills for the design, implementation and management of a LAN that has multiple /24 subnets routing between one another in accordance  with department and compliance requirements.
  • Demonstrable experience doing preventative I.T. planning for a commercial organization
  • Technology Skills including Quality Control Analysis, Troubleshooting, Technology Design, and Operational Monitoring
  • Expertise on Enterprise hardware and software applications
  • Critical Thinking & Complex Problem Solving Skills
  • Project Management
  • Excellent organizational, analytical, and problem-solving skills
  • Business acumen and ethical practice
  • Familiar with global and organizational culture interventions
  • Able to do business intelligence
  • Good leadership and people dynamics navigation
  • Understands relationship management
  • Implements training programs from the entry-level up to managerial level using structured framework
  • Able to manipulate complex information and data
  • Good prioritization skills and be flexible enough to adapt plans
  • Knowledgeable in measurement and evaluation preparation
  • Good communication and platform skills
  • Fosters unity and teamwork
  • Role model of company values and brand identity
  • Able to work with tight deadlines and within constraints
  • Possesses exemplary project management and leadership skills
  • Practices performance management, talent development interventions, and policy creation


*The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary"