IT Team Lead & Development Champion

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

Job summary

Enshored in Pasig, Philippines, is seeking an experienced Senior IT Customer Support Supervisor to lead a fast-paced team of Heroes and Team Leaders. You will drive performance, deliver escalated resolutions, and implement training programs to raise service levels across client accounts.

You will partner with Recruitment, IT, and HR to align resources with demand, set KPIs, and optimize processes. A Bachelor’s degree and 3–5 years in IT support leadership are preferred.

Qualifications

• Minimum 3–5 years in IT customer support with leadership experience.
• Proven ability to manage, motivate and develop a team in a fast-paced environment.
• Flexibility to work during holidays and extended hours as needed.
• Experience in performance management, goal setting, and evaluations.

Responsibilities

• Monitor team performance and provide feedback to improve efficiency and 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 help plan resources for call center operations.
• Set and meet performance targets for efficiency and quality.
• Ensure service delivery meets Enshored and client KPI targets.
• Comply with all company policies and procedures.
• Collaborate with Recruitment, IT and HR to support a shared customer base.
• Provide operational guidance, coaching, and performance reviews.
• Offer career development paths and promotion opportunities for top performers.

Skills

Leadership

Team management

IT support

Escalation management

Performance management

Training

Data analysis

Process improvement

Education

Bachelor's degree in IT/related field

Leadership/ITIL certifications a plus

Job description

Enshored in Pasig, Philippines, is seeking an experienced Senior IT Customer Support Supervisor to lead a fast-paced team of Heroes and Team Leaders. You will drive performance, deliver escalated resolutions, and implement training programs to raise service levels across client accounts.

You will partner with Recruitment, IT, and HR to align resources with demand, set KPIs, and optimize processes. A Bachelor’s degree and 3–5 years in IT support leadership are preferred.