IT Supervisor

Visaya Knowledge Process Outsourcing Corporation; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Visaya Knowledge Process Outsourcing Corporation is seeking an IT Supervisor to oversee the IT support team’s daily operations, ensuring timely resolution of technical issues and adherence to service standards.

You will lead, mentor, and coordinate with internal departments and vendors, drive IT process improvements, manage documentation, and ensure compliance with policies and industry standards while working onsite in Metro Manila.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• At least 5 years of IT support experience.
• At least 2 years in a supervisory or management role.
• Strong knowledge of IT systems, networks, cybersecurity, and ITIL.
• Experience with ITIL or IT service management frameworks.
• Willing to work onsite and on a shifting schedule.

Responsibilities

• Oversee the daily operations and service delivery of the IT support team.
• Manage and resolve escalated technical and IT support concerns.
• Provide technical guidance and support to IT team members.
• Ensure timely, effective, and customer-focused resolution of support requests.
• Develop, implement, and maintain IT support policies, procedures, and processes.
• Monitor team performance metrics and prepare regular reports for senior management.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Train, mentor, and develop IT support staff to improve technical capabilities and service delivery.
• Collaborate with other departments to ensure IT support services are aligned with organizational requirements and business goals.
• Coordinate with vendors, service providers, and other external partners as needed.
• Manage IT support resources and assist with budget planning and resource allocation.
• Ensure compliance with company policies, IT service management standards, and applicable industry regulations.
• Develop and maintain accurate documentation for IT support processes, procedures, and knowledge resources.
• Identify opportunities for process improvement and implement initiatives to improve efficiency, service quality, and customer satisfaction.
• Handle escalated customer complaints and feedback and ensure appropriate resolution.Maintain high levels of internal customer satisfaction through responsive and effective IT support.
• Stay updated on IT systems, technologies, industry trends, and IT service management best practices.
• Assist in the implementation and management of IT projects and initiatives.
• Provide operational and performance reports to senior management as required.
• Perform other related duties and responsibilities as assigned.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Time management

Organizational skills

Budget management

Attention to detail

Education

Bachelor’s degree in IT/CS

Tools

IT ticketing systems

Monitoring tools

Job description

About Visaya

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to providing exceptional customer experiences and innovative solutions while creating meaningful career opportunities for our people.

Role Overview

The IT Supervisor will oversee the day-to-day operations of the IT support team, ensuring the timely and effective resolution of technical concerns and maintaining high standards of service delivery. This role will provide technical guidance, team leadership, and operational oversight while working closely with internal departments, vendors, and service providers to support the organization’s IT requirements.

The IT Supervisor will also be responsible for monitoring team performance, developing and improving IT support processes, maintaining proper documentation, and ensuring compliance with company policies and applicable industry standards.

Key Responsibilities

• Oversee the daily operations and service delivery of the IT support team.
• Manage and resolve escalated technical and IT support concerns.
• Provide technical guidance and support to IT team members.
• Ensure timely, effective, and customer-focused resolution of support requests.
• Develop, implement, and maintain IT support policies, procedures, and processes.
• Monitor team performance metrics and prepare regular reports for senior management.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Train, mentor, and develop IT support staff to improve technical capabilities and service delivery.
• Collaborate with other departments to ensure IT support services are aligned with organizational requirements and business goals.
• Coordinate with vendors, service providers, and other external partners as needed.
• Manage IT support resources and assist with budget planning and resource allocation.
• Ensure compliance with company policies, IT service management standards, and applicable industry regulations.
• Develop and maintain accurate documentation for IT support processes, procedures, and knowledge resources.
• Identify opportunities for process improvement and implement initiatives to improve efficiency, service quality, and customer satisfaction.
• Handle escalated customer complaints and feedback and ensure appropriate resolution.Maintain high levels of internal customer satisfaction through responsive and effective IT support.
• Stay updated on IT systems, technologies, industry trends, and IT service management best practices.
• Assist in the implementation and management of IT projects and initiatives.
• Provide operational and performance reports to senior management as required.
• Perform other related duties and responsibilities as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 5 years of experience in IT support or a related IT role.
• At least 2 years of experience in a supervisory or management position.
• Strong technical knowledge and understanding of IT systems, technologies, and support environments.
• Network Infra Administration (Firewalls and Switches), Cybersecurity (Endpoints, SIEM, Threat Intelligence) and Systems Administration (Windows Server, M365, IAM, Backup and Disaster Recovery).
• Experience working with IT support tools, ticketing systems, and related software.
• Knowledge of ITIL or other IT service management frameworks.
• Strong leadership and team management skills, with the ability to coach and mentor team members.
• Excellent customer service, interpersonal, and communication skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong organizational and time management skills with keen attention to detail.
• Experience in budget management and resource allocation.
• Familiarity with IT-related compliance requirements and industry regulations.
• Strong reporting and data analysis skills.
• Proactive, self-motivated, and committed to continuous improvement.
• Willingness and ability to stay current with emerging technologies and industry best practices.
• Willing to work onsite and on a shifting schedule.

Visaya Knowledge Process Outsourcing Corporation is an equal opportunity employer. We are committed to providing a workplace free from discrimination and to creating an inclusive environment where everyone is given equal opportunity to succeed.