Job Description

Department: Information Technology

Reports To: IT Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

Position Summary:

The Associate IT Manager supports the reliability, security, performance, and scalability of Pinnacle Intelligence's local IT infrastructure and serves as a primary point of contact for client communication during new account onboarding. Working closely with the IT Manager, this role helps oversee a small IT team covering deskside support, desktop and network administration, telephony, and systems integrations, while coordinating with stakeholders across Pinnacle's US, India, and Philippines operations. A defining part of the role is stepping directly into client-facing conversations — primarily with US-based dealership clients — where excellent spoken and written English communication is essential to representing Pinnacle with clarity and confidence. The role also serves as a telephony subject-matter resource, helping ensure Pinnacle's telephony architecture and solutions remain modern, reliable, scalable, and cost-effective, while engaging directly with clients and technology partners when required. The role calls for sound day-to-day judgment on infrastructure and telephony issues, the ability to prioritize by business impact, and the ability to translate technical detail into language non-technical stakeholders and clients can act on.

Key Responsibilities:

1. IT Infrastructure, Telephony & Operations Leadership

• Help maintain the availability, performance, security, and reliability of local network, desktop, endpoint, and telephony infrastructure across the Alabang site, escalating major risk decisions to the IT Manager.
• Support prioritization and escalation of deskside, desktop, network, and telephony issues, ensuring they are triaged by business impact rather than order of arrival.
• Assess infrastructure and telephony risks, including capacity constraints, security exposure, reliability concerns, scalability limitations, and single points of failure, and recommend when to remediate versus monitor.
• Anticipate infrastructure and telephony requirements based on business growth and client needs, helping ensure solutions can scale with Pinnacle's operations.
• Promote operational standards that support reliable technology services for live, client-facing operations.

1. Telephony Architecture & Solutioning

• Serve as a telephony subject-matter resource, helping evaluate, design, and improve Pinnacle's telephony architecture and solutions to ensure they remain modern, reliable, scalable, and cost-effective.
• Assess telephony platforms, configurations, integrations, and technologies against business requirements, operational needs, and client expectations.
• Support the design and implementation of telephony solutions for new client onboarding, evaluating technical trade-offs involving functionality, scalability, reliability, integration, cost, and speed of deployment.
• Troubleshoot complex telephony issues and coordinate resolution across internal IT teams, clients, and technology partners.
• Engage directly with clients and telephony/technology vendors when technical clarification, solution design, troubleshooting, or escalation is required.
• Identify opportunities to improve telephony performance, resiliency, automation, utilization, and cost efficiency.
• Maintain awareness of emerging telephony technologies and recommend improvements where they can provide meaningful operational or client value.

1. Systems Integration & Solutioning

• Support the design of integration approaches for new client onboarding, helping evaluate technical trade-offs such as build vs. buy, custom vs. standard connectors, cost vs. speed, and scalability.
• Oversee integrations between internal systems, including CRM, telephony, scheduling, and other operational tools, and troubleshoot cross-system issues that affect service delivery.
• Help manage vendor and technology relationships relevant to the local IT stack, including telephony partners, assessing trade-offs before recommending changes or replacements.
• Anticipate how infrastructure, telephony, and integration decisions affect uptime and performance for client-facing operations and plan changes accordingly.

1. Cross-Regional Stakeholder & Client-Facing Engagement

• Build and maintain day-to-day working relationships with IT, operations, and business stakeholders across Pinnacle's US, India, and Philippines offices, coordinating priorities and dependencies across time zones.
• Represent Pinnacle's IT capability directly to US-based dealership clients during onboarding, speaking to infrastructure, telephony, security, systems architecture, and integration approaches with confidence and precision.
• Co-manage cross-border project workstreams with US and India counterparts, ensuring infrastructure, telephony, and integration commitments made to clients are delivered on schedule.
• Act as the technical point of escalation when client-impacting IT or telephony issues require direct client communication.
• Coordinate with technology partners and vendors to resolve technical issues, evaluate solutions, and ensure commitments are delivered within agreed timelines and requirements.

1. Team Leadership & Development

• Support and mentor team members covering deskside, desktop, network, and telephony functions, helping build their capability to handle escalations independently over time.
• Help identify individual skill gaps and support development plans through cross-training, knowledge sharing, pairing on integration and telephony work, and opportunities to handle higher-complexity issues.
• Help uphold clear standards for response times, documentation, technical quality, and issue resolution across the team.
• Provide day-to-day guidance to team members and flag recurring issues, resourcing gaps, and growth opportunities to the IT Manager.

1. Governance, Documentation & Reporting

• Maintain accurate documentation of network topology, systems architecture, telephony architecture, configurations, and integration points to support audits, onboarding, troubleshooting, and incident response.
• Report on infrastructure and telephony health, incident trends, capacity, reliability, and improvement initiatives to the IT Manager.
• Ensure IT and telephony practices align with company policies and client-specific security, compliance, and operational requirements.
• Support documentation and controls relevant to ISO27001, SOC2 Type 2, and other applicable security or compliance frameworks.

Skills & Qualifications:

Required:

• Experience: 3–5 years in IT infrastructure, systems administration, IT operations, telephony, or related technical roles, with demonstrated experience supporting business-critical technology environments.
• Telephony Expertise: Strong hands-on knowledge of telephony systems, architecture, integrations, troubleshooting, and solution design, with the ability to evaluate solutions based on reliability, scalability, functionality, and cost.
• US Client Experience: Demonstrated experience working directly with US-based clients and/or stakeholders, with the confidence to lead technical conversations and represent IT to clients.
• Cross-Regional Coordination: Proven ability to coordinate relationships, projects, and dependencies across geographically distributed teams, preferably across US, India, Philippines, or similar multi-site environments.
• Technical Breadth: Strong working knowledge of desktop/deskside support, network administration (LAN/WAN, firewalls, VPN), telephony, and systems integration principles, including solution design and technical trade-off evaluation.
• Client-Facing Communication: Excellent spoken and written English communication skills, with the confidence and polish to lead onboarding calls, explain technical concepts clearly to non-technical stakeholders, and engage effectively with clients and technology partners. This is a core requirement of the role.
• Judgment & Leadership: Sound judgment in prioritizing and resolving infrastructure and telephony issues by business impact, with the ability to mentor or guide junior technical team members. Formal people-management experience is not required.

Preferred:

• Prior experience managing or mentoring a small technical team.
• Experience supporting BPO, shared services, contact center, or multi-client operational environments.
• Experience with CRM, telephony, contact center platforms, and related systems integrations.
• Experience working directly with telephony providers, technology vendors, or solution partners.
• Relevant certifications such as CompTIA Network+/Security+, ITIL, Microsoft, Cisco, or telephony/vendor-specific certifications.
• Familiarity with ISO27001 and SOC2 Type 2 controls.
• Experience implementing automation projects related to IT, telephony, or technology services.
• Experience evaluating or modernizing legacy telephony environments and transitioning to scalable cloud or hybrid solutions.

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a skilled and passionate individual eager to contribute to a dynamic team, we encourage you to apply!