IT Supervisor

51Talk Philippines; Pasig; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading education technology firm is looking for a Technical Support Supervisor located in Pasig. The role involves supervising a technical support team, ensuring efficient issue resolution, and providing advanced troubleshooting for educational technology systems. Candidates should have a Bachelor's degree in IT or Computer Science and at least 5 years of experience in technical support with strong leadership skills. This position offers an opportunity to enhance support efficiency using AI and automation.

Qualifications

• At least 5 years experience in technical support or IT operations.
• Minimum 3 years in a supervisory or team leadership role.

Responsibilities

• Supervise the technical support team for effective problem resolution.
• Monitor service requests and ensure timely issue resolution.
• Provide advanced troubleshooting for hardware and software problems.
• Assist in developing procedures to enhance support workflows.
• Analysis of support metrics and preparation of detailed reports.

Skills

Computer troubleshooting

Customer service orientation

Data analysis

Problem-solving

Leadership

Education

Bachelor’s Degree in Information Technology or Computer Science

Tools

Windows operating systems

AI tools

Job description

On-site - Pasig 5-10 Yrs Exp Bachelor Full-time

Job Description

Work-Life Balance

Work from Home

Key Responsibilities

• Supervise and guide the technical support team in providing effective and timely support to teachers and academic staff.
• Monitor service requests and ensure issues are resolved within established timelines.
• Conduct coaching, mentoring, and performance monitoring of support personnel.
• Assist in developing standard procedures and improving support workflows.

Technical Support & Troubleshooting

• Provide advanced troubleshooting for computer hardware, Windows operating systems, and related applications.
• Handle escalated technical concerns that require deeper technical expertise.
• Ensure reliable operation of supported devices and classroom systems.

Networking & Systems Support

• Assist in diagnosing and resolving basic network connectivity issues.
• Coordinate with infrastructure teams regarding network or system-related problems.

Process Improvement, AI & Automation

• Identify opportunities to improve support efficiency using AI tools, automation, or system enhancements.
• Participate in technology development or improvement initiatives that enhance user experience.

Data Analysis & Reporting

• Track support metrics, incident trends, and service performance.
• Prepare regular reports for IT management and leadership.
• Recommend improvements based on data insights.

Minimum Qualifications

Education

• Bachelor’s Degree in Information Technology, Computer Science, or related field.

Experience

• At least 5 years experience in technical support or IT operations.
• Minimum 3 years in a supervisory or team leadership role.

Technical Skills

• Advanced knowledge of computer troubleshooting and Windows operating systems.
• Basic understanding of networking concepts and topology.
• Experience with AI tools, automation, or system development is an advantage.
• Strong data analysis and reporting skills.
• Strong leadership and team coordination skills.
• Excellent communication and customer service orientation.
• Problem-solving and organizational skills.

Technical Skills Computer Literate Communications Skills Flow Chart Automation Data PABX/PBX Dialer Developer System Dev. Windows Operations AI