IT Team Lead

51Talk Philippines; Pasig; On-site; PHP 669,600 - 892,800; Full time

Job summary

A leading online education platform based in the Philippines is seeking an experienced IT Supervisor to oversee technical support operations. The role requires at least 5 years of IT experience, including 3 years in leadership. Responsibilities include guiding a support team, conducting troubleshooting, and coordinating improvements. Strong skills in data analysis, communication, and customer service are essential. This full-time position is on-site in Pasig, offering opportunities for growth in a dynamic environment.

Qualifications

• At least 5 years of experience in technical support or IT operations.
• Minimum 3 years in a supervisory or team leadership role.

Responsibilities

• Supervise and guide the technical support team.
• Monitor service requests for timely issue resolution.
• Conduct coaching and performance monitoring of support personnel.
• Assist in developing standard procedures for support workflows.
• Provide advanced troubleshooting for computer systems.
• Handle escalated technical concerns.
• Assist with basic network connectivity issues.

Skills

Advanced knowledge of computer troubleshooting and Windows operating systems

Basic understanding of networking concepts and topology

Experience with AI tools, automation, or system development

Strong data analysis and reporting skills

Strong leadership and team coordination skills

Excellent communication and customer service orientation

Problem-solving and organizational skills

Education

Bachelor’s Degree in Information Technology, Computer Science, or related field

Job description

On-site - Pasig 5-10 Yrs Exp Bachelor Full-time

Job Description

Work-Life Balance

Work from Home

Key Responsibilities

• Supervise and guide the technical support team in providing effective and timely support to teachers and academic staff.
• Monitor service requests and ensure issues are resolved within established timelines.
• Conduct coaching, mentoring, and performance monitoring of support personnel.
• Assist in developing standard procedures and improving support workflows.

Technical Support & Troubleshooting

• Provide advanced troubleshooting for computer hardware, Windows operating systems, and related applications.
• Handle escalated technical concerns that require deeper technical expertise.
• Ensure reliable operation of supported devices and classroom systems.

Networking & Systems Support

• Assist in diagnosing and resolving basic network connectivity issues.
• Coordinate with infrastructure teams regarding network or system-related problems.

Process Improvement, AI & Automation

• Identify opportunities to improve support efficiency using AI tools, automation, or system enhancements.
• Participate in technology development or improvement initiatives that enhance user experience.

Data Analysis & Reporting

• Track support metrics, incident trends, and service performance.
• Prepare regular reports for IT management and leadership.
• Recommend improvements based on data insights.

Minimum Qualifications

Education

• Bachelor’s Degree in Information Technology, Computer Science, or related field.

Experience

• At least 5 years experience in technical support or IT operations.
• Minimum 3 years in a supervisory or team leadership role.

Technical Skills

• Advanced knowledge of computer troubleshooting and Windows operating systems.
• Basic understanding of networking concepts and topology.
• Experience with AI tools, automation, or system development is an advantage.
• Strong data analysis and reporting skills.
• Strong leadership and team coordination skills.
• Excellent communication and customer service orientation.
• Problem-solving and organizational skills.

Job summary

Results-driven IT Supervisor with experience in managing IT operations, leading technical teams, and ensuring system performance and security.

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