IT Support Lead — Growth & Impact, Onsite in Makati

MedGrocer; Philippines; On-site; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Performance incentives

Career progression

Growth & impact

Cross-functional learning

Health & Wellness coverage

Paid Time Off

Job summary

MedGrocer is seeking an IT Support Supervisor to lead the hardware support team and ensure seamless operations for clinicians and staff. The role requires hands-on technical guidance, oversight of ticketing, and strong collaboration across IT functions.

You will manage onboarding, asset deployment, and network services while maintaining security and policy compliance. This position is based 100% onsite in Makati City and offers growth opportunities within a digitally-enabled health platform.

Qualifications

• 3+ years in IT support or helpdesk, with 1–2 years in team leadership.
• Bachelor's degree in IT or related field, or equivalent work experience.
• Hands-on hardware troubleshooting and basic LAN/Wi‑Fi networking.
• Experience with ticketing systems and SLAs (Jira, Freshservice, ManageEngine, ServiceNow).
• Clear written and spoken English and Filipino; ability to explain tech to non-technical staff.
• ITIL 4 Foundation preferred.
• Willing to work 100% onsite in Makati City.

Responsibilities

• Assign and coach technicians, oversee onboarding, and performance reviews.
• Own the ticket queue from intake to closure with escalation rules.
• Track SLAs, first-contact resolution, time to resolve, and user satisfaction.
• Identify recurring issues and implement fixes to prevent repeats.
• Create and maintain SOPs, guides, and self-help articles.
• Oversee laptop and peripheral deployment, setup, repair, and inventory.
• Monitor local network, Wi‑Fi, printers, and meeting-room equipment.
• Handle onboarding/offboarding and Google Workspace access with least privilege.
• Ensure devices are updated and secured per policy and privacy act.
• Coordinate with service providers on procurement and escalations.

Skills

Team leadership

IT support

Hardware troubleshooting

Networking

Google Workspace

SLA management

English & Filipino

Education

Bachelor's degree in IT

Equivalent experience

Tools

Jira Service Management

Freshservice

ManageEngine

ServiceNow

Job description

MedGrocer is seeking an IT Support Supervisor to lead the hardware support team and ensure seamless operations for clinicians and staff. The role requires hands-on technical guidance, oversight of ticketing, and strong collaboration across IT functions.

You will manage onboarding, asset deployment, and network services while maintaining security and policy compliance. This position is based 100% onsite in Makati City and offers growth opportunities within a digitally-enabled health platform.