IT Support Team Lead

Connext; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Connext is seeking an IT Team Lead to provide hands-on technical leadership for a service desk team in the Philippines. You will coordinate daily support activities, mentor technicians, manage the queue, and escalate complex issues across endpoints, networks, and security environments.

You will oversee incident response, patching, and vulnerability remediation, while ensuring SLAs and quality documentation. Strong English skills and multi-site support experience are preferred.

Qualifications

• Bachelor's degree in IT/related field required.
• Minimum 3 years in a senior or lead IT support role.
• Experience in service desk, MSP, multi-client or multi-site IT support.
• Strong English communication skills are essential.

Responsibilities

• Assign and prioritize tickets; manage daily service desk queue within SLAs.
• Prepare shift schedules and coverage plans for staff.
• Monitor ticket volumes, backlogs, and service performance; report to IT Manager.
• Serve as first escalation point for technical issues from the service desk.
• Resolve complex L2/L3 issues across devices, systems, apps, and networks.
• Provision devices, onboard/offboard users, and manage accounts per procedures.
• Respond to monitoring alerts and follow escalation paths.
• Coordinate with vendors/3rd party support for issues.
• Mentor technicians on troubleshooting and best practices.
• Review tickets and provide feedback to improve quality and docs.
• Provide input on performance, training needs, and development.
• Ensure adherence to desk procedures and standards.
• Apply patches/updates to endpoints/servers per schedule.
• Remediate vulnerabilities and support security audits.
• Assist in security incident containment and response activities.
• Follow IT security policies and report gaps/risks to IT Manager.
• Create knowledge base articles and runbooks; maintain asset records.
• Support IT improvement projects and site launches/go-live activities.

Skills

Leadership

Mentoring

English communications

Troubleshooting

Education

Bachelor's degree in IT/related field

Tools

Jira Service Management

ServiceNow

Freshservice

Job description

The IT Team Lead is responsible in providing hands-on technical leadership for a service desk team, coordinating daily support activities while resolving complex technical issues across end-user devices, systems, networks, and security environments. The role serves as a key escalation point, mentors and guides technicians, monitors service performance, and supports IT operations, security remediation, documentation, and technical improvement initiatives.

Job Description

• Assign and prioritize tickets, manage the daily service desk queue, and ensure issues are resolved within established SLAs.
• Prepare shift schedules and coverage plans for service desk staff and technicians.
• Monitor daily ticket volumes, backlogs, recurring issues, and service performance, and report significant concerns to the IT Manager.
• Serve as the first escalation point for technical issues raised by the service desk.
• Resolve complex L2/L3 technical issues involving end-user devices, systems, applications, and network connectivity.
• Perform device provisioning, user onboarding and offboarding, and account setup in accordance with approved procedures.
• Respond to monitoring alerts and troubleshoot technical issues following established escalation processes.
• Coordinate with vendors and third-party support technicians to resolve hardware and software issues.
• Mentor and guide technicians on troubleshooting, tools, procedures, and technical best practices.
• Review resolved tickets and provide feedback to technicians to improve service quality and documentation.
• Provide input to the IT Manager regarding technician performance, training requirements, and development needs.
• Support consistent adherence to service desk procedures and operational standards.
• Apply patches and updates to endpoints and servers according to established schedules.
• Perform assigned remediation activities related to vulnerabilities and security audits.
• Support security incident response by performing technical containment activities, including endpoint isolation and resetting compromised accounts.
• Follow operational IT security policies and report identified gaps or risks to the IT Manager.
• Create and maintain knowledge base articles, runbooks, and technical documentation.
• Maintain accurate device and asset records.
• Support IT improvement projects and assigned technical initiatives.
• Set up end-user devices and provide technical support during site launches and go-live activities.

Screening Criteria

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related technical field.
• Minimum of three (3) years of IT support experience, including experience in a senior or lead-level technical support capacity.
• Experience working in a service desk, MSP, multi-client, or multi-site IT support environment.
• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, and related IT environments.
• Experience with ticketing tools such as Jira Service Management, ServiceNow, Freshservice, or similar platforms.
• Experience with endpoint management and patching tools.
• Must have stable employment history.

Required Qualifications

• Has working knowledge in networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and VPNs.
• Experience with network security fundamentals, including firewalls, endpoint security, and access controls.
• Experience coordinating or prioritizing technical support tickets and escalations.
• Proven ability to diagnose and resolve issues beyond standard Level 2 support.
• Proven ability to mentor or guide technical support staff.
• Proven ability to manage competing priorities while maintaining service quality and timely resolution.
• Demonstrates strong troubleshooting skills across end-user devices, systems, applications, and networks.
• Demonstrates strong ownership and problem-solving skills.
• Clear and coherent both written and verbal communication skills in English.

Desired Qualifications

• ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft, or similar certifications preferred.
• Experience working in a BPO, MSP, or 24/7 IT support environment preferred.
• Experience with Microsoft Entra ID and Microsoft 365 administration preferred.
• Experience supporting security remediation and incident response activities preferred.
• Experience participating in IT migrations, deployments, or infrastructure projects preferred.