IT Technical Support Team Leader

WILCON DEPOT, INC.; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

WILCON DEPOT, INC. in the Philippines seeks an IT Technical Support Team Leader to oversee the strategic and operational delivery of technical support, client delivery, and infrastructure support functions.

This role requires a proven leader capable of guiding the team with ITSM alignment and a focus on high SLA performance. The position demands a hands-on leader who can manage the IT Technical Support Team, balance team management with technical oversight, and handle escalations for internal

Qualifications

• Bachelor's degree in IT/CS/Network Engineering or related field.
• Minimum of 3 years of experience in IT Technical Service or ITSM leadership role.
• Hands-on experience with ITSM ticketing platforms such as Manage Engine Service Desk and system monitoring tools.
• Knowledge of ITIL frameworks and infrastructure maintenance standards.

Skills

Leadership

ITSM

ITIL knowledge

Education

Bachelor's degree in Information Technology, Computer Science, Network Engineering, or a related field

Tools

Manage Engine Service Desk

System monitoring tools

Job description

Job Summary:

The IT Technical Support Team Leader oversees the strategic and operational execution of technical support services, client delivery, and infrastructure support functions. This role requires a proven leader capable of directly managing the IT Technical Support Team and balances team management with high-level technical oversight, ensuring alignment with IT Service Management (ITSM) frameworks, high SLA performance, and seamless escalation handling for internal and external enterprise stakeholders.

Qualifications & Requirements:

• Bachelor's degree in Information Technology, Computer Science, Network Engineering, or a related field.
• Minimum of 3 years of experience as an IT Technical Service or in an equivalent IT Service Management leadership role
• Hands-on expertise with ITSM ticketing platforms (e.g., Manage Engine Service Desk) and system monitoring tools.
• Knowledge in ITIL frameworks and infrastructure maintenance standards