IT Support Supervisor

MedGrocer; Filipinas; Presencial; PHP 420.000 - 620.000; Tempo integral

Benefícios oferecidos por esta vaga

Performance incentives

Career progression

Growth & impact

Cross-functional learning

Health & Wellness coverage

Paid Time Off

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Team leadership

IT support

Hardware troubleshooting

Networking

Google Workspace

SLA management

English & Filipino

Formação

Bachelor's degree in IT

Equivalent experience

Ferramentas

Jira Service Management

Freshservice

ManageEngine

ServiceNow

Descrição da vaga

MedGrocer's digitally-enabled medicine programs, telehealth services, and corporate clinic medical staff work with hundreds of employers and pharma companies to improve the physical and mental health of over one million Filipinos every year.

IT Support Supervisor

leads the daily operations of the IT hardware team, driving technical execution and ensuring system uptime. This role is crucial for providing hands‑on technical guidance and managing the internal support systems that allow our clinicians and staff to serve patients without interruption.

Key Responsibilities

• Assign and prioritize work, coach technicians, run regular check‑ins, and take part in hiring, onboarding, and performance reviews.
• Own the ticket queue from intake to closure. Set escalation rules and step in on complex or high-impact issues.
• Track SLAs, first‑contact resolution, time to resolve, and user satisfaction. Report results monthly and act on trends.
• Spot recurring issues, find the cause, and prevent repeat tickets.
• Write and maintain SOPs, troubleshooting guides, and self‑help articles.
• Oversee laptop and peripheral deployment, setup, repair, inventory, and retirement.
• Monitor and maintain the local network, Wi‑Fi, printers, and meeting‑room equipment.
• Handle onboarding and offboarding, Google Workspace accounts, and access requests, following least‑privilege rules.
• Make sure devices are updated, backed up, and secured in line with company policy and the Data Privacy Act of 2012.
• Coordinate with service providers on procurement, repairs, and escalated issues

Perks And Benefits

• Performance Incentives & Career Progression: Recognition through clear pathways for advancement, promotion opportunities, and performance-based bonuses.
• Growth & Impact: A clear path for professional development and the opportunity to make a tangible impact on patient health.
• Cross-Functional Learning: Opportunities to collaborate across different teams, expanding your skill set and broadening your understanding of the business.
• Health & Wellness Coverage: HMO benefits to ensure your peace of mind, paired with free medical consultations and unlimited essential medicines.
• Paid Time Off: Paid leaves to rest, recharge, and attend to personal priorities.

Minimum Qualifications

• 3+ years in IT support or helpdesk, including at least 1–2 years leading or supervising a team (formal or acting lead).
• Bachelor's degree in IT, Computer Science, or a related field, or equivalent work experience.
• Hands‑on skill in hardware troubleshooting, basic networking (LAN/Wi‑Fi, DHCP/DNS), and Google Workspace administration.
• Experience running a ticketing system (e.g., Jira Service Management, Freshservice, ManageEngine, ServiceNow) and working to SLAs.
• Clear written and spoken English and Filipino; able to explain technical issues to non‑technical staff.
• ITIL 4 Foundation certification or working knowledge of ITIL practices is a preference
• Willing to work 100% onsite in Makati City.