Global IT Support Lead, L3 & ServiceNow Mentor

HRTX; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

HRTX is seeking an L3 Team Lead to provide frontline IT support for a new Global Business Center in Manila, collaborating with US leadership and mentoring the local IT staff. The role emphasizes escalation handling and process improvements.

Ideal candidates have 5+ years in IT support, strong hardware/software/networking knowledge, ITSM/ServiceNow experience, and excellent communication skills for cross‑cultural remote teamwork. Healthcare familiarity is a plus.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent experience.
• Minimum 5+ years in IT support or helpdesk management supporting US-based resources.
• Experience in US-based healthcare companies is preferred.
• Proven leadership in supervising a team.

Responsibilities

• Provide initial and ongoing L3 IT support for a new Global Business Center.
• Mentor and supervise IT L3 staff in Manila with workload distribution and evaluations.
• Coordinate ticketing, KPIs, and documentation for support activities.
• Roll out and support ServiceNow adoption and offshore/onshore alignment.
• Lead process improvements and coordinate with US IT leadership.

Skills

Hardware knowledge

Software knowledge

Networking knowledge

ITSM tools

ServiceNow

Problem-solving

Communication

Prioritization

Education

Bachelor's degree in Information Technology/Computer Science

Tools

ServiceNow

ITSM tools

Job description

HRTX is seeking an L3 Team Lead to provide frontline IT support for a new Global Business Center in Manila, collaborating with US leadership and mentoring the local IT staff. The role emphasizes escalation handling and process improvements.

Ideal candidates have 5+ years in IT support, strong hardware/software/networking knowledge, ITSM/ServiceNow experience, and excellent communication skills for cross‑cultural remote teamwork. Healthcare familiarity is a plus.