Customer Support Team Lead (Ops & Mentorship)

Tyler Technologies, Inc.; Manila; On-site; PHP 650,000 - 1,000,000; Full time

Job summary

Tyler Technologies, Inc. in Manila seeks a Supervisory Team Lead to oversee daily operations, meet productivity targets, and act as a liaison between team members and management.

The role emphasizes top-level customer service, IT support, and performance across SLAs. The ideal candidate will supervise direct reports, analyze workload, guide process improvements, and escalate as needed while aligning with ITIL/ITSM practices.

Qualifications

• Experience in supervising or leading IT support teams.
• Strong customer service orientation and communication skills.
• Ability to analyze data, identify trends, and report on KPIs.
• Familiarity with ITIL/ITSM practices is preferred.
• Proficiency in SQL and understanding of ticketing systems.

Responsibilities

• Supervise multiple direct reports, ensure procedures, best practices, and SLAs are followed.
• Analyze team bandwidth, promote self-service, and optimize processes.
• Troubleshoot issues across applications and infrastructure to maximize customer experience.
• Handle escalations, perform trend analysis, and generate performance reports.
• Assist onboarding of new hires and collaborate with cross-functional teams.

Skills

Team leadership

Customer service

Communication

Troubleshooting

Process improvement

Analysis & reporting

Self-motivation

SQL proficiency

Zendesk/Jira experience

Tools

Zendesk

JIRA/Jira Service Management

Job description

Tyler Technologies, Inc. in Manila seeks a Supervisory Team Lead to oversee daily operations, meet productivity targets, and act as a liaison between team members and management.

The role emphasizes top-level customer service, IT support, and performance across SLAs. The ideal candidate will supervise direct reports, analyze workload, guide process improvements, and escalate as needed while aligning with ITIL/ITSM practices.