System Administration Manager (Client Services) - Onsite & Night Shift - Quezon City
KMC Solutions Quezon City Full-time
About KMC
KMC redefines offshore staffing in the Philippines with industry-leading recruitment powered by AI, exceptional support, and world-class office spaces. We help global businesses scale smarter through our Employer of Record services, payroll management, and reliable local expertise.
About the Client
Our client is a US-based leader in managed IT solutions, delivering streamlined operations and consolidated IT services to help businesses achieve peak performance with reduced overhead.
Role Overview
As the System Administration Manager, you will lead a team of System Administrators responsible for delivering high-quality managed IT services to US-based clients. This role is a blend of people management, client engagement, and technical oversight.You will be responsible for team performance, client satisfaction, process improvement, and operational excellence across assigned accounts.
You’ll act as a key escalation point, ensure SLA adherence, and mentor your team to excel in both technical delivery and customer relationship management.
Key Responsibilities
Team Management & Leadership- Lead, coach, and mentor a team of Client Services System Administrators.
- Set clear goals and performance expectations; conduct regular 1:1s and performance reviews.
- Drive adoption of best practices across client service delivery.
- Coordinate team schedules, workload distribution, and resource planning to align with SLAs.
- Act as a senior point of contact for key client accounts and escalations.
- Oversee delivery of system admin services: server/workstation maintenance, M365, network monitoring, documentation updates.
- Ensure consistent, high-quality customer interactions across the team.
- Foster strong client relationships and ensure the team provides proactive support.
- Guide the team in identifying account growth opportunities and collaborating with Account Managers.
- Oversee preparation and delivery of client reports and performance insights.
- Monitor and improve team metrics such as response times, resolution coordination, and client satisfaction (NPS/CSAT).
- Develop SOPs and drive process improvements to boost operational efficiency.
- Ensure compliance with internal standards and client SLAs.
- 5+ years in IT system administration, technical account management, or managed service delivery.
- 3+ years of leadership experience in a technical services or MSP environment.
- Strong understanding of IT infrastructure, system monitoring, and service management tools (PSA, RMM).
- Excellent communication and client-facing skills with a strategic mindset.
- Experience using CRM and ticketing systems.
- Proven ability to manage multiple priorities and lead high-performance teams in a fast-paced environment.
- Willing to work onsite and during US business hours.
- Familiarity with MSP service models and tools.
- Technical certification (e.g., CompTIA, Microsoft, Cisco) is a plus.
- Track record of improving client satisfaction and driving account growth.
- Client satisfaction and NPS/CSAT scores
- Team performance against SLAs
- Escalation resolution efficiency
- Client retention and upsell rates
- Timely delivery of reports and business reviews
- Work schedule: US business hours (EST, CST, PST)
- Set-up: full onsite
- Location: Office location options include Makati (Ayala or HV Dela Costa), SM North, Greenfield Mandaluyong, or Ortigas Pasig.
KMC SolutionsQuezon City
Role Overview
The System Administrator (Client Services) is responsible for fostering strong relationships with clients, ensuring they receive maximum value from our managed services, and driving satisfaction, retention, and account growth.
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