IT Service Delivery & Technical Support Lead

Outsourced Quality Assured Services Inc. (ISO Certified); Quezon City; On-site; PHP 558,000 - 893,000; Full time

Job summary

Outsourced Quality Assured Services Inc. (ISO Certified) in the Philippines seeks an IT Service Delivery & Technical Support Specialist to drive client service delivery, project coordination, and 24x7 NOC support. You will coordinate between clients and internal teams, manage escalations, and secure timely resolutions.

The role emphasizes relationships, governance, and operational excellence. The position involves collaboration with Operations/Engineering, handling multiple accounts, and

Qualifications

• College degree or equivalent relevant experience.
• 2+ years of experience in IT project management, technical support, service delivery, or a related field.
• Strong customer service and communication skills.
• Ability to manage multiple tasks, priorities, clients, or technical issues effectively.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate effectively with users, clients, vendors, and internal teams at different levels.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and ability to follow established processes.
• Willingness to work flexible hours, including shifts outside normal business hours when required.

Responsibilities

• Build and maintain strong, professional relationships with assigned clients and key stakeholders.
• Act as the primary liaison between clients and internal Operations/Engineering teams.
• Manage client escalations and ensure timely resolution of service-related concerns.
• Take ownership of assigned client engagements and ensure successful service delivery.
• Provide pre-sales support for new services and engagements.
• Develop and manage project plans for implementations and migrations.
• Coordinate resources and schedules for client activities.
• Conduct regular client and service delivery meetings.
• Identify recurring service issues and proactively communicate risks, trends, and recommendations.
• Identify opportunities to improve services and develop new client opportunities.
• Monitor NOC/Technical Support and ensure 24x7 coverage aligns with SLAs.

Skills

IT project management

Technical support

Service delivery

Customer service

Communication

Multi-tasking

Shift work flexibility

Education

College degree or equivalent relevant experience

Tools

Windows Server 2012-2019

Active Directory

DNS

DHCP

Microsoft 365

Zoom

Box

Slack

Sumo Logic

Datadog

Splunk

PagerDuty

Job description

Outsourced Quality Assured Services Inc. (ISO Certified) in the Philippines seeks an IT Service Delivery & Technical Support Specialist to drive client service delivery, project coordination, and 24x7 NOC support. You will coordinate between clients and internal teams, manage escalations, and secure timely resolutions.

The role emphasizes relationships, governance, and operational excellence. The position involves collaboration with Operations/Engineering, handling multiple accounts, and