IT End-User Support Team Leader

Home Credit Philippines; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Up to 20% variable bonus

HMO on Day 1 with dependents coverage

Mental health and wellness support

Wellness leaves and birthday leave

Internal career mobility

Local and international learning

Diversity and inclusion values

Job summary

Home Credit Philippines is seeking an IT End-User-Support Lead to steer the End-User-Support Team. You will lead projects, investigate complex incidents, ensure SLA-aligned ticket handling, and drive automation to improve support efficiency.

You will empower the team, implement policies, review hardware, and coordinate with vendors. The role requires multi-platform expertise (Office365, SharePoint, MS Teams, AD/Group Policy, Windows OS) and strong people management skills, with ITIL and CCNA

Qualifications

• Minimum 4 years’ experience as IT End-User-Support Lead or equivalent.
• Experience in people management and team empowerment.
• Advanced to expert in Office365, SharePoint and MS Teams support.
• Advanced to expert in Active Directory and Group Policy support.
• Advanced to expert in Windows OS support.
• Advanced to expert in network troubleshooting.
• Advanced to expert in account management.
• Advanced to expert in Android OS configuration.
• Advanced to expert in iOS / Mac OS configuration.
• Expert in supporting computer hardware and peripherals.
• Knowledge of ITIL, Microsoft certifications and CCNA is a plus.
• PowerShell or batch scripting skills are advantageous.

Responsibilities

• Leads projects / tasks involving IT End-User-Support Team.
• Conducts investigations on complex, critical and/or incident tickets.
• Monitors IT End-User Support team tasks to ensure SLA adherence.
• Reviews processes and proposes strategies to enhance support via automation and digitalization.
• Empowers the team to resolve complicated concerns.
• Implements company policies and guidelines.
• Reviews hardware and peripherals; supports related tickets via Jira Service Desk.
• Manages user accounts via AD, IDM, CyberArk and MobileIron.
• Works on problem management to reduce recurring tickets and costs.
• Coordinates with third-party vendors for support.
• Collaborates with other teams for faster resolution.
• Authors and updates knowledge base and run books.
• Maintains IT End-User Support Team equipment inventory.

Skills

People Management

Office365 support

SharePoint support

MS Teams support

Active Directory

Group Policy support

Windows OS support

Network Troubleshooting

Account Management

Android OS Configuration

iOS / macOS Configuration

Computer Hardware & peripherals

PowerShell / Batch Scripting

Tools

Office365

SharePoint

MS Teams

Active Directory

Group Policy

Windows OS

MobileIron

CyberArk

Jira Service Desk

Job description

• Leads projects / tasks involving IT End-User-Support Team
• Conducts investigation on complex, critical and/or incident tickets involving End-User-Support Team
• Monitor IT End-User Support team task / tickets to ensure proper handling and resolution within SLA.
• Review existing process and propose new strategy to enhanced support by implementing new approach or by automation and digitalization.
• Empower the team to resolve complicated concerns.
• Implements company policies and guidelines.
• Review and evaluate computer hardware and peripherals.
• Handle related tickets from Jira Service Desk ticketing system and provide technical support, as necessary.
• User account management via Active directory, IDM, CyberArk, and Mobile Iron but not limited to.
• Problem Management related efforts that could lead to cost savings/reduction, efficient process and reduce recurring tickets.
• Coordinates with third-party vendors for support and assistance.
• Collaborate with other teams for alignment and/or faster resolution.
• Author and updates a knowledge based and run books.

What You Will Do

• Leads projects / tasks involving IT End-User-Support Team
• Conducts investigation on complex, critical and/or incident tickets involving End-User-Support Team
• Monitor IT End-User Support team task / tickets to ensure proper handling and resolution within SLA.
• Review existing process and propose new strategy to enhanced support by implementing new approach or by automation and digitalization.
• Empower the team to resolve complicated concerns.
• Implements company policies and guidelines.
• Review and evaluate computer hardware and peripherals.
• Handle related tickets from Jira Service Desk ticketing system and provide technical support, as necessary.
• User account management via Active directory, IDM, CyberArk, and Mobile Iron but not limited to.
• Problem Management related efforts that could lead to cost savings/reduction, efficient process and reduce recurring tickets.
• Coordinates with third-party vendors for support and assistance.
• Collaborate with other teams for alignment and/or faster resolution.
• Author and updates a knowledge based and run books.
• Maintain IT-End-User Support Team equipment’s inventory.
  

What You Need To Have

• Minimum 4 years’ experience as IT End-User-Support Lead or equivalent
• Experienced in People Management
• Advance to expert experience in Office365, SharePoint and MS Teams support.
• Advance to expert experience in Active Directory and Group Policy support
• Advance to expert experience in Windows OS support
• Advance to expert experience in Network Troubleshooting.
• Advance to expert experience in Account Management.
• Advance to expert experience in Android OS Configuration
• Advance to expert experience in IOS / MAC OS Configuration
• Expert in supporting Computer Hardware and peripherals.
  

What Can Make You Stand Out

• ITIL Certified
• Microsoft Certified
• CCNA or other related Certification
• PowerShell / Batch Scripting or similar
  

Job Perks You’ll Enjoy

• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities
• Empower Filipinos with innovative financial solutions at Home Credit Philippines. Join a company where there are #NoSmallRoles and everyone is important.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation.

Here, there are #NoSmallRoles and #EveryoneisImportant.