IT Supervisor

ECAM; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

ECAM is seeking an IT Supervisor for Remote Service to lead a 24/7 remote support team, drive service delivery, and oversee projects with North American stakeholders. The role emphasizes process improvement and strong client communication.

The candidate will supervise engineers, analyze incidents, and mentor staff to enhance performance and service quality across global teams.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• At least 5 years of experience in IT Service Desk, Technical Support, Infrastructure Support, or Managed Services, with a minimum of 2 years in a supervisory or leadership role.
• Strong understanding of IT service management principles, incident management, problem management, change management, and service delivery best practices.
• Experience leading and managing technical support teams operating in a 24/7 support environment.
• Proven ability to manage projects, prioritize workloads, allocate resources, and deliver results within established timelines and budgets.
• Demonstrated experience in performance management, employee coaching, mentoring, and talent development.
• Strong analytical and problem-solving skills with experience conducting root cause analysis and implementing process improvements.
• Knowledge of IT infrastructure technologies including operating systems, networking, cloud services, virtualization, and enterprise applications.
• Experience working with ticketing systems, service management platforms, and monitoring tools.
• Proven track record of managing critical incidents, escalations, and customer-facing service issues.
• Excellent communication, presentation, and stakeholder management skills, with the ability to collaborate effectively with North American and global teams.
• Strong organizational skills with the ability to generate reports, analyze service metrics, and provide actionable recommendations.
• Customer-focused mindset with a commitment to delivering high-quality support and improving customer satisfaction.
• Ability to work in a fast-paced environment and effectively manage multiple priorities simultaneously.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• ITIL Foundation Certification or other IT Service Management certifications.
• PMP, CAPM, Agile, Scrum, or other project management certifications.
• Experience working with US-based clients or stakeholders.
• Experience in managed services, shared services, or outsourced IT support environments.
• Knowledge of service level agreements (SLAs), key performance indicators (KPIs), and operational reporting.
• Experience driving continuous improvement initiatives and implementing service delivery best practices.
• Willingness to work onsite.
• Flexibility in work schedule.

Responsibilities

• Plan IT Service activities and processes.
• Track and oversee team performance.
• Manage projects, timelines, budgets, and staff assignments.
• Assess performance of support team members.
• Collaborate with other teams for project and process improvements.
• Supervise engineers to ensure adherence to processes and 24x7 support.
• Generate and analyze customer trends, incidents, root causes for service improvement.
• Provide support for critical and major incidents.
• Serve as primary contact for North American counterparts.
• Accountable for projects and builds by the support engineers.
• Conduct regular team meetings and submit reports.
• Grow technical skillset of peers through mentoring, coaching, training.

Skills

Leadership

Stakeholder management

Incident management

Problem solving

Team performance tracking

Communication

Education

Bachelor's degree in IT / CS / IS / Engineering

Tools

ServiceNow

Monitoring tools

Microsoft Excel

Office 365

Job description

ECAM is looking for talented individuals like you! Be the next IT Supervisor (Remote Service).

Responsible for leading a team of remote support engineers that provides 24/7 IT support services. The supervisor oversees daily operations, team performance, service delivery, project execution, and continuous process improvement while serving as a key point of contact for US stakeholders.

Duties & Responsibilities:

• Planning of IT Service activities and processes.

• Tracking and oversight of the team's performance.

• Manages projects, timelines adhering to budgets and assigning staff members.

• Manage and assess the performance of the support team members.

• Collaborate with the other teams for project and process improvements.

• Supervise support engineers to make sure all are adhering to the process and giving proper
  support to the users 24x7.

• Generates and analyzes customer trends, recurring incidents, root-cause analysis to provide
  service improvement.

• Provide support for critical and major incidents.

• Primary contact for North American counterparts.

• Accountable for projects and build outs done by the support engineers.

• Conduct regular team meetings.

• Submit reports regularly.

• Grow the technical skillset of his/her peers through peer mentoring, coaching, training, etc.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.

• At least 5 years of experience in IT Service Desk, Technical Support, Infrastructure Support, or Managed Services, with a minimum of 2 years in a supervisory or leadership role.

• Strong understanding of IT service management principles, incident management, problem management, change management, and service delivery best practices.

• Experience leading and managing technical support teams operating in a 24/7 support environment.

• Proven ability to manage projects, prioritize workloads, allocate resources, and deliver results within established timelines and budgets.

• Demonstrated experience in performance management, employee coaching, mentoring, and talent development.

• Strong analytical and problem-solving skills with experience conducting root cause analysis and implementing process improvements.

• Knowledge of IT infrastructure technologies including operating systems, networking, cloud services, virtualization, and enterprise applications.

• Experience working with ticketing systems, service management platforms, and monitoring tools.

• Proven track record of managing critical incidents, escalations, and customer-facing service issues.

• Excellent communication, presentation, and stakeholder management skills, with the ability to collaborate effectively with North American and global teams.

• Strong organizational skills with the ability to generate reports, analyze service metrics, and provide actionable recommendations.

• Customer-focused mindset with a commitment to delivering high-quality support and improving customer satisfaction.

• Ability to work in a fast-paced environment and effectively manage multiple priorities simultaneously.

• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.

• ITIL Foundation Certification or other IT Service Management certifications.

• PMP, CAPM, Agile, Scrum, or other project management certifications.

• Experience working with US-based clients or stakeholders.

• Experience in managed services, shared services, or outsourced IT support environments.

• Knowledge of service level agreements (SLAs), key performance indicators (KPIs), and operational reporting.

• Experience driving continuous improvement initiatives and implementing service delivery best practices.

• Willingness to work onsite.

• Flexibility in work schedule.
  

Why joinECAM?

AtECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.