End User Support Team Lead

Home Credit Philippines; Quezon City; On-site; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Bonus up to 20%

HMO from Day 1

Mental health support

Wellness & Birthday leave

Career mobility

Learning opportunities

Job summary

Home Credit Philippines is seeking an IT End-User Support Lead to guide frontline IT support for end users and manage a high-performing team. You will drive incident resolution within SLA and oversee process improvements across Office 365, AD, Windows, and devices.

Strong leadership and deep technical experience are essential to empower the team to resolve complex issues, coordinate with vendors, and implement automation and policy guidelines.

Qualifications

• Minimum 4 years’ experience as IT End-User Support Lead or equivalent.
• Experience in people management.
• Advanced to expert experience in Office365, SharePoint and MS Teams support.
• Advanced to expert experience in Active Directory and Group Policy support.
• Advanced to expert experience in Windows OS support.
• Advanced to expert experience in Network Troubleshooting.
• Advanced to expert experience in Account Management.
• Advanced to expert experience in Android OS configuration.
• Advanced to expert experience in IOS/MACOS configuration.
• Expert in supporting computer hardware and peripherals.

Responsibilities

• Lead IT End-User Support team projects/tasks.
• Conduct investigations on complex, critical and/or incident tickets.
• Monitor End-User Support tasks to ensure SLA adherence.
• Review processes and propose new strategies or automation.
• Empower the team to resolve complicated concerns.
• Implement company policies and guidelines.
• Review and evaluate computer hardware and peripherals.
• Handle Jira Service Desk tickets and provide technical support as needed.
• Manage user accounts via Active Directory, IDM, CyberArk, and MobileIron.
• Drive cost savings and efficiency through problem management and process improvements.
• Coordinate with third-party vendors for support and assistance.
• Collaborate with other teams for faster resolution.
• Create and update knowledge bases and runbooks.
• Maintain equipment inventory for IT End-User Support.

Skills

People management

Office 365

SharePoint

MS Teams

Active Directory

Group Policy

Windows OS

Network troubleshooting

Account management

Android OS configuration

iOS/macOS configuration

Hardware & peripherals

Tools

Microsoft 365 Admin Center

Job description

Whatyouwilldo:

• Leadsprojects/tasksinvolvingITEnd-User-SupportTeam
• Conductsinvestigationoncomplex,criticaland/orincidentticketsinvolvingEnd-User-SupportTeam
• MonitorITEnd-UserSupportteamtask/ticketstoensureproperhandlingandresolutionwithinSLA.
• Reviewexistingprocessandproposenewstrategytoenhancedsupportbyimplementingnewapproachorbyautomationanddigitalization.
• Empowertheteamtoresolvecomplicatedconcerns.
• Implementscompanypoliciesandguidelines.
• Reviewandevaluatecomputerhardwareandperipherals.
• HandlerelatedticketsfromJiraServiceDeskticketingsystemandprovidetechnicalsupport,asnecessary.
• UseraccountmanagementviaActivedirectory,IDM,CyberArk,andMobileIronbutnotlimitedto.
• ProblemManagementrelatedeffortsthatcouldleadtocostsavings/reduction,efficientprocessandreducerecurringtickets.
• Coordinateswiththird-partyvendorsforsupportandassistance.
• Collaboratewithotherteamsforalignmentand/orfasterresolution.
• Authorandupdatesaknowledgebasedandrunbooks.
• MaintainIT-End-UserSupportTeamequipment’sinventory.

Whatyouneedtohave:

• Minimum4years’experienceasITEnd-User-SupportLeadorequivalent
• ExperiencedinPeopleManagement
• AdvancetoexpertexperienceinOffice365,SharePointandMSTeamssupport.
• AdvancetoexpertexperienceinActiveDirectoryandGroupPolicysupport
• AdvancetoexpertexperienceinWindowsOSsupport
• AdvancetoexpertexperienceinNetworkTroubleshooting.
• AdvancetoexpertexperienceinAccountManagement.
• AdvancetoexpertexperienceinAndroidOSConfiguration
• AdvancetoexpertexperienceinIOS/MACOSConfiguration
• ExpertinsupportingComputerHardwareandperipherals.

Whatcanmakeyoustandout:

• ITILCertified
• MicrosoftCertified
• CCNAorotherrelatedCertification
• PowerShell/BatchScriptingorsimilar

JobPerksYou’llEnjoy:

• Upto20%variableperformance-basedbonus
• HMOonDay1andHMOdependentscoverageincludingsame-sexpartners
• Accesstomentalhealthandwellnesspartners
• WellnessLeavesandBirthdayLeave
• Internalcareermobilityoptions
• Localandinternationallearningopportunities

AtHomeCreditPhilippines,webelievethateveryonehassomethingspecialtooffer.Ourmotto"NoSmallRoles,EveryoneisImportant"isattheheartofeverythingwedo.Wethinkdiversitymakesourcompanybetterandeveryjobandpersonhereplaysabigpartinoursuccess.

We’reallaboutcreatingawelcomingplacewhereeveryonefeelsvaluedforwhotheyare.Thismeanswemakesurethateveryone,nomattertheirbackgroundorwhattheylooklike,getsafairchanceatjobs,training,andpromotions.

Whenitcomestohiring,everyonegetsafairlook.Itdoesn’tmatterwhereyou’refrom,whatyoubelieve,whoyoulove,whetheryouhaveadisability,oranyotheroranyotherconditionprotectedunderPhilippinelaws.Ifyoumeetthejobrequirements,youhaveachancetogetthejob.

ComejoinusatHomeCredit,wherediversityfuelsourinnovation.Here,thereare#NoSmallRolesand#EveryoneisImportant.