End User Support, Lead

Ubiquity Global Services, Inc.; Metro Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading global service provider in Metro Manila is seeking an experienced IT Support Manager to oversee end-user support and service delivery function. The ideal candidate will manage both physical and virtual teams, foster strong relationships with stakeholders, and have a solid understanding of service delivery processes. The role requires 5+ years of relevant experience and exceptional customer-facing skills. Competitive salary offered.

Qualifications

• 5+ years of relevant functional experience in similar roles.
• 2+ years of experience leading both physical and virtual teams.
• In-depth knowledge of escalation procedures and incident management.

Responsibilities

• Monitor and manage end user support and VIP functions.
• Take ownership of critical incidents and establish effective communication.
• Lead staff recruitment, performance assessment, and training.

Skills

Customer-facing skills

Organizational skills

Training and guidance capabilities

Problem-solving skills

Written and Spoken Business English

Job description

Job Summary:
Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.

Job Responsibilities:

• Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service at the site
• Maintaining high performance levels for service-related processes, and executing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
• Providing feedback for improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Supervising Site End User Support Team to facilitate continual improvements in the desktop environment
• Enabling high-level performance benchmarks with the end user environment and site services.

Job Qualifications: (Knowledge, Skills, Experience)

• 5+ years of relevant functional experience in similar roles
• 2+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an foundational understanding of ITIL (Information Technology Infrastructure Library) principles
• Strong organizational skills and an ability to manage and prioritize tasks efficiently
• Capacity to train and guide junior team members
• Solid resource planning and problem-solving skills
• Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese)