Global IT Support Team Lead - APAC Onsite

First Advantage; Philippines; Remote; PHP 700,000 - 1,000,000; Full time

Job summary

First Advantage is seeking a Team Leader for Global IT Support, focusing on professional service delivery, incident resolution targets, and SLAs across APAC. You will lead onsite and remote teams, coordinate with global groups, and ensure continuity of local IT support operations.

The role emphasizes monitoring performance, guiding staff, conducting trainings, and driving improvements through Service Improvement Plans. Strong ITIL knowledge and excellent communication are essential.

Qualifications

• 2+ years in a Team Lead role with IT Operations in Windows environments.
• Strong knowledge of ITIL processes; ITIL v4 certification is a plus.
• Experience with systems architecture, integration, and TCP/IP networking.
• Experience supporting Outlook in Exchange environments and Cisco VoIP.
• Excellent communication and ability to explain technical concepts clearly.
• Experience in global/Regional coordination and vendor liaison.

Responsibilities

• Coordinate daily IT support activities and ensure high-quality service.
• Manage dashboards and reports to track SLA, CSAT, backlog, and incident trends.
• Handle escalations and implement corrective actions.
• Oversee shift rosters and update SOPs on a timely basis.
• Lead interviews for IT & Sr.IT support roles.
• Coordinate with vendors and other internal departments on improvements.

Skills

Team leadership

ITIL processes

Windows administration

Communication skills

Multi-tasking

PowerShell scripting

Problem solving

Tools

PowerShell

Microsoft Exchange

Cisco VoIP

Job description

First Advantage is seeking a Team Leader for Global IT Support, focusing on professional service delivery, incident resolution targets, and SLAs across APAC. You will lead onsite and remote teams, coordinate with global groups, and ensure continuity of local IT support operations.

The role emphasizes monitoring performance, guiding staff, conducting trainings, and driving improvements through Service Improvement Plans. Strong ITIL knowledge and excellent communication are essential.