Lead Support Analyst – Team Lead

Datacom; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Datacom is seeking a Lead Support Analyst (Team Lead) to drive high-quality application support delivery in a complex, enterprise-scale environment. The role blends team leadership with hands-on technical capability to guide complex incidents and service requests.

You will lead a team of Application Support Analysts, manage queues and workload, and serve as the primary offshore contact for the ADM and onsite leads, ensuring performance and seamless collaboration across distributed teams.

Qualifications

• 6–10+ years in application support.
• Experience leading or coordinating support teams.
• Strong troubleshooting across applications, integrations, and data layers; ITIL knowledge.

Responsibilities

• Lead and coordinate a team of Application Support Analysts.
• Manage ticket queues, workload allocation, and service performance.
• Act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads.
• Provide advanced troubleshooting for complex incidents and service requests.

Skills

Application support

Troubleshooting

Communication skills

ITIL knowledge

Tools

ServiceNow

Jira Service Management

Job description

Role Overview

The Lead Support Analyst (Team Lead) will drive high-quality application support delivery for a complex, enterprise-scale environment. This role combines team leadership with strong hands‑on technical capability, acting as the key offshore lead while also providing advanced troubleshooting, technical guidance, and support for complex incidents and service requests.

What You Will Do

The Lead Support Analyst (Team Lead) will lead and coordinate a team of Application Support Analysts, manage ticket queues, workload allocation, and service performance, and act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads.

Why It Might Be a Fit

The ideal candidate will have 6-10+ years' experience in application support, including L2/L3 support capability, and proven experience leading or coordinating support teams.

Requirements

• 6-10+ years' experience in application support
• Proven experience leading or coordinating support teams
• Strong technical troubleshooting skills across applications, integrations, and data layers
• Experience handling complex triage and fulfilment activities
• Solid understanding of ITIL practices and service management frameworks
• Experience with enterprise ticketing tools (e.g. ServiceNow, Jira Service Management)
• Excellent communication skills with ability to work across distributed teams