IT Operations Lead: Team Performance & Service Delivery

Microbase Inc; Batangas City; On-site; PHP 500,000 - 900,000; Full time

Job summary

Microbase Inc in the Philippines is seeking a Supervisory leader to guide the Support Engineers team, mentor staff, and ensure high-quality service delivery. You will oversee performance, track KPIs, and ensure adherence to SLAs while coordinating with clients and internal teams.

The role requires strong coaching skills, effective communication, and the ability to drive process improvements in a fast-paced environment.

Responsibilities

• Supervise, mentor, and monitor Support Engineers and their performance.
• Track KPIs, ticket SLAs, and operational metrics; identify areas for improvement.
• Manage team schedules, leaves, DTRs, payroll requirements, and operational activities.
• Ensure compliance with company policies and client SLAs.
• Coordinate with clients and internal departments to resolve operational concerns and escalations.
• Lead monthly meetings, prepare reports, and develop action plans.
• Oversee team inventory, tools, system access, and onboarding/offboarding requirements.
• Provide coaching and performance improvement support when needed.
• Administer ticketing tools and assist with technical support, user access, and data validation.

Job description

Microbase Inc in the Philippines is seeking a Supervisory leader to guide the Support Engineers team, mentor staff, and ensure high-quality service delivery. You will oversee performance, track KPIs, and ensure adherence to SLAs while coordinating with clients and internal teams.

The role requires strong coaching skills, effective communication, and the ability to drive process improvements in a fast-paced environment.