IT Service Operations Lead - End-User Support (Onsite)

Computer Aid; Manila; Hybrid; PHP 781,000 - 1,116,000; Full time

Job summary

Computer Aid is seeking a Technical Support Lead to supervise the onsite IT support team in Ermita, Manila. You will manage end-user support, monitor ticket queues, and ensure service levels while coordinating with IT leadership on escalations and reporting.

The role requires hands-on troubleshooting across LAN, Wi‑Fi, devices, and collaboration tools, with focus on Freshservice processes and Microsoft 365 deployments. This is a full-time onsite position in Manila.

Qualifications

• Graduate of a Computer Science, Information Technology, Information Systems, or related technical discipline preferred.
• At least 1 year of technical support, desktop support, or end-user services experience.
• Experience using Freshservice for incident management, inventory management, reporting, and analytics.
• Hands-on experience supporting Microsoft 365 environments.
• Knowledge of PABX administration, telephony support, and mobile device management (MDM) solutions.

Responsibilities

• Oversee and coordinate the onsite IT support team activities.
• Monitor ticket backlogs, workload distribution, and service level performance.
• Ensure compliance with service level targets and IT service management processes.
• Manage resource scheduling, attendance tracking, and coverage requirements.
• Coordinate incident escalations with IT management.
• Prepare service performance metrics and operational reports.
• Provide first-level troubleshooting for LAN, Wi-Fi, printers, and endpoints.
• Troubleshoot hardware, software, OS, printing, connectivity issues.

Skills

End-user support

Desktop support

Incident management

MS 365 administration

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Freshservice

Microsoft 365

PABX administration

MDM solutions

Job description

Computer Aid is seeking a Technical Support Lead to supervise the onsite IT support team in Ermita, Manila. You will manage end-user support, monitor ticket queues, and ensure service levels while coordinating with IT leadership on escalations and reporting.

The role requires hands-on troubleshooting across LAN, Wi‑Fi, devices, and collaboration tools, with focus on Freshservice processes and Microsoft 365 deployments. This is a full-time onsite position in Manila.