Global IT Support Team Lead - Hybrid & Onsite

First Advantage Philippines Inc.; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work setup

HMO Benefits

Free mental health consultation

Job summary

First Advantage Philippines is seeking an experienced Team Lead IT Support to drive the global IT Support operations and lead onsite APAC IT services. You will ensure professional incident response, SLA adherence, and continuous process improvement across a distributed team.

The role requires coordinating with global teams, managing metrics, and mentoring IT staff while maintaining strong customer service standards in a fast-paced environment.

Qualifications

• Bachelor’s degree in computer science or related field, or equivalent skills and experience.
• 2+ years as a Team Lead with specialization in systems administration and IT Operations in a Windows environment.

Responsibilities

• Coordinate with the Global IT Support team in daily duties and ensure a strong customer-service culture; manage daily/weekly/monthly reports to track metrics.
• Maintain records of daily operations and metrics such as ticket volumes, SLA, compliance, backlog, CSAT, escalation rate, and incident trends.
• Handle escalations, implement corrective actions, manage shift rosters, update SOPs, and conduct interviews for IT and Sr.IT support roles.
• Observe and improve support techniques; compare effectiveness and implement new methods when old ones are ineffective.
• Coordinate with vendors; follow and enhance support policies; collaborate with internal departments; review/test new apps, printers, software, and provide feedback.
• Identify technical challenges and arrange timely trainings; propose Service Improvement Plans and drive their implementation.
• Maintain excellent communication with end users and other technology department members.

Education

Bachelor’s degree in computer science or related field

Job description

First Advantage Philippines is seeking an experienced Team Lead IT Support to drive the global IT Support operations and lead onsite APAC IT services. You will ensure professional incident response, SLA adherence, and continuous process improvement across a distributed team.

The role requires coordinating with global teams, managing metrics, and mentoring IT staff while maintaining strong customer service standards in a fast-paced environment.