IT Support Team Lead: Escalations & Training

Enshored; Pasig; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Enshored is seeking an experienced IT Team Lead to supervise and coach a high-performing customer support team in a fast-paced environment. You will drive performance, manage escalations, and design training programs to elevate team capabilities, collaborating with cross-functional partners to meet client KPIs.

The ideal candidate has 2–3 years in leadership roles, strong IT support process knowledge, and excellent communication skills to guide both technical and non-technical stakeholders.

Qualifications

• Proven leadership experience in IT customer support or related field (2–3+ years).
• Ability to manage, motivate and develop a team in a fast-paced environment.
• Willingness to work holidays, weekends, or extended hours as needed.
• Experience handling escalations and resolving issues effectively.
• Experience in performance management including goal setting and feedback.
• Strong organizational skills and multitasking ability.

Responsibilities

• Monitor team performance and provide feedback to improve efficiency and customer satisfaction.
• Handle escalated customer issues and ensure timely resolution.
• Develop and implement training programs for new and existing team members.
• Direct daily activities of Team Leaders and related staff, including resource planning and call center strategy.
• Set and meet performance targets for efficiency and quality.
• Ensure delivery processes meet Enshored and client KPIs.
• Coordinate with Recruitment, IT and HR teams.

Skills

Leadership

Team management

IT support processes

Problem solving

Communication

Training & development

Data analysis & reporting

Education

Bachelor’s degree in IT/CS/Business Administration or related field

ITIL/CompTIA or leadership certifications

Job description

Enshored is seeking an experienced IT Team Lead to supervise and coach a high-performing customer support team in a fast-paced environment. You will drive performance, manage escalations, and design training programs to elevate team capabilities, collaborating with cross-functional partners to meet client KPIs.

The ideal candidate has 2–3 years in leadership roles, strong IT support process knowledge, and excellent communication skills to guide both technical and non-technical stakeholders.