Global IT Team Lead (HYBRID)

First Advantage Philippines Inc.; Muntinlupa; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Une entreprise leader en services de soutien IT recherche un IT Team Lead pour superviser l'équipe de support mondial et garantir l'excellence du service client. Le candidat idéal possède un diplôme de Bachelor et une solide expérience en administration des systèmes, avec une expertise en ITIL. Vous bénéficierez d'un cadre de travail hybride, d'un salaire compétitif et de divers avantages, y compris HMO et des remboursements médicaux.

Benefits

Hybrid work arrangement

Competitive salary package

HMO + free dependents

Medicine & optical reimbursement

Competitive leave entitlement

Global team

Qualifications

• Expérience de 2+ ans en tant que Team Lead dans un environnement Windows.
• Connaissance des processus ITIL, certification ITIL V3 un plus.
• Expérience en architecture de systèmes et intégration préférée.

Responsibilities

• Coordonner les activités de l'équipe de support IT pour le service client.
• Gérer les rapports quotidiens et hebdomadaires.
• Observe et améliore les techniques opérationnelles du service d'assistance.

Skills

Leadership

ITIL processes

Systems Architecture

IT Operations

Education

Bachelor’s Degree

Job description

IT Team Lead

The Team leader is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the Global IT Support. His/her job description entails making sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the Global IT Support team members to ensure that customer inquiries are promptly attended to

What's in it for you?

• Hybrid work arrangement (mostly remote)

• Competitive salary package

• HMO + free dependents

• Medicine & optical reimbursement

• Competitive leave entitlement

• Global team

RESPONSIBILITIES:

Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via calls, tickets and ensure to facilitate good customer service culture in team members

Manage daily, weekly, and monthly reports to track the metrics.

Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.

Keep record of daily operations and metrics like SLA, ASA etc.

Handle escalations and ensure to put in corrective actions.

Management of shift roster

Review and updating of SOP on a timely basis

Conduct interviews for IT & Sr.IT support specialists’ role.

Coordinate with vendors as needed

Learn, follow, and enhance Help Desk policies and procedures.

Become familiar with other internal departments, their systems, applications, and service needs.

Review and test new applications, printers, software etc., and provide feedback.

Identify the technical challenges if the team and arrange timely trainings

Propose Service Improvement Plans for the company and work on implementing them.

Maintain excellent communication with all end users and other members of the technology department.

EDUCATION:

· Bachelor’s Degree Preferred

REQUIRED SKILLS:

• 2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.

• Good knowledge of ITIL processes. ITIL V3 certification is a strong added advantage.

• Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).

PHYSICAL REQUIREMENTS:

• Working from home

• Some in-country travel may be required