IT Support Team Lead: Operations, Escalations & Coaching

Times Trading Co., Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Times Trading Co., Inc. in Manila seeks an IT Supervisor to improve IT support operations, supervise daily activities, and ensure timely issue resolution. The role focuses on coaching, documentation, and standardized processes to improve ownership and resource allocation.

Candidates should have a Bachelor’s degree in IT or related field, 3–5 years of hands-on IT support experience, and 1–2 years in a leadership role. Relevant IT certifications are a plus.

Qualifications

• Bachelor’s degree in IT-related field.
• Relevant IT certifications are advantageous.
• 3–5 years of hands-on IT technical support experience.
• 1–2 years in team lead or supervisory role.
• Expert in IT support operations, troubleshooting, and issue resolution.
• Experience in team development, documentation, process improvement, and IT support management preferred.

Responsibilities

• Lead a Team. Operate and supervise a team responsible for IT technical support and operations.
• Technical Support Management. Track and optimize ticket lifecycles by measuring resolution speed, quality, and delays, with strict escalation for unresolved issues.
• Documentation and Process Improvement. Standardize routine tasks and manage custom requests.
• Inventory and Asset Management. Manage IT inventory and replenishment requirements.
• Work Planning and Ownership. Break down work into deliverables, set priorities and targets, monitor progress, and drive stalled tasks to completion.
• Operational Knowledge and Escalation. Be the primary resource and escalation point for technical issues and operational concerns.
• Team Development. Coach and cross-train staff to improve capability and continuity of operations.
• Quality and Continuity. Ensure delegated work is completed correctly and reduce dependency through documentation and knowledge sharing.

Skills

Problem-solving

Analytical thinking

Team coordination

Leadership

Task delegation

Communication

Initiative

Hands-on technical skills

Education

Bachelor’s degree in IT/CS/IS/CE

Relevant IT certifications

Job description

Times Trading Co., Inc. in Manila seeks an IT Supervisor to improve IT support operations, supervise daily activities, and ensure timely issue resolution. The role focuses on coaching, documentation, and standardized processes to improve ownership and resource allocation.

Candidates should have a Bachelor’s degree in IT or related field, 3–5 years of hands-on IT support experience, and 1–2 years in a leadership role. Relevant IT certifications are a plus.