Head of Technical Services
full-time•City of Cebu
About this role
Overview of the Role
The Head of Technical Services is a hands-on operational leader whos responsible for delivering MSP services across desktop, server, and M365 environments. The role is execution-heavy (80%+), focused on daily service delivery, technical escalations, tool optimization, and SLA compliance. It requires deep MSP experience and hands-on expertise across the core MSP technology stack, with a strong bias toward operational excellence over strategic planning.
Main duties include:
- Manage ITIL-aligned processes including incident, problem, change, and request management
- Act as the senior escalation point for major incidents and complex technical issues
- Ensure proactive monitoring, maintenance, and continual improvement across all services
- Own the full service lifecycle and ensure seamless coordination between technical functions
- Support Sales, Pre-Sales, and Account Management with technical insight and delivery readiness
- A graduate of in Computer Science, Engineering, or a related degree.
- ITIL Foundation certification required; ITIL Expert/Practitioner highly desirable
- Microsoft certifications (M365, Azure) required
- With at least 10 years in IT service delivery with significant MSP operational experience
- Minimum 5 years in hands-on technical leadership roles with direct operational responsibility
- Proven track record managing internal IT services at scale (800+ users)
- Extensive experience with MSP operations and service delivery in complex environments
- Must have "lived in the trenches" of day-to-day operations, not just managed from distance
- Experience implementing ITIL/ITSM processes in real operational environments
- Track record of measurably improving SLA performance and operational metrics
- Additional security certifications (Security+, CISSP) highly desirable
- 500K per incident HMO coverage + Dependents
- Dental & Optical benefits
- 2-week paid Christmas vacation
- 25K Educational Assistance
- Interest-free company loans
- Career Development Programs
- Child-friendly office
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
- Others will be discussed during the Job Offer
What you'll do
- The Head of Technical Services is responsible for delivering MSP services and managing ITIL-aligned processes. This includes acting as a senior escalation point for major incidents and ensuring seamless coordination between technical functions.
About VBP
My name is Doreen Patrick, virtual assistant and owner and founder of Virtual Business Partners (VBP). In business since early 2006, (and over 40+ years of combined experience among our team members) we are a virtual office based company that provides superior sales, marketing and administrative support to businesses and individuals seeking to minimize time spent on these tasks. We are committed to building and maintaining lasting business relationships based on trust and strong work ethics to assist you with growing your business. Virtual Business Partners strives to provide the most cost-effective solutions facing business owners throughout the United States by identifying tasks that can be delegated to VBP, freeing up time for you to grow your business.
While some firms talk about what they can do for you, Virtual Business Partners is all about showing you what we can do for your business. Where most fledgling businesses fail in the first five years of existence, Virtual Business Partners is still going strong!
Ready to join VBP?
Take the next step in your career journey
Frequently Asked Questions
What does a Head of Technical Services do at VBP?
As a Head of Technical Services at VBP, you will: the Head of Technical Services is responsible for delivering MSP services and managing ITIL-aligned processes. This includes acting as a senior escalation point for major incidents and ensuring seamless coordination between technical functions..
Is the Head of Technical Services position at VBP remote?
The Head of Technical Services position at VBP is based in City of Cebu, Cebu, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Head of Technical Services position at VBP?
You can apply for the Head of Technical Services position at VBPdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.