IT Support Team Lead — Global Remote Leadership

HRTX

Philippines

On-site

PHP 900,000 - 1,300,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

HRTX in the Philippines is seeking an IT Support Specialist Team Lead to oversee a global, remote team of Level 1 and Level 2 engineers. You will manage ticket queues, triage requests, and ensure timely resolutions while upholding service quality and SLA commitments.

The role emphasizes coaching, performance reviews, hiring and onboarding, and continuous process improvements. Strong technical knowledge of hardware, software, networking, ServiceNow, and ITIL practices are required, along with

Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field.
5–7 years of IT support experience, with at least 2 years in a supervisory or team lead role.
Strong experience with ITSM platforms, preferably ServiceNow.
Experience supporting users in a multinational, multi-cultural environment.
Experience supporting US-based operations; healthcare industry experience is a plus.

Responsibilities

Supervise and support a team of Level 1 and Level 2 IT support staff.
Monitor team performance, assign tasks, and ensure a balanced workload distribution.
Conduct regular team meetings to review goals, performance metrics, and process updates.
Provide coaching, feedback, and support for professional development.
Participate in hiring, onboarding, and training new team members.
IT Ticket Support Management and triage in ServiceNow to meet SLA.
Track KPIs such as ticket resolution time and first call resolution.
Document all support activities and SOPs.
Collaborate with onshore IT teams and vendors for issue resolution.