On-site Tech Support Lead (Assistant Director)

EY; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

EY is seeking an On-site Technology Support Team Lead (Assistant Director) in Manila. You will lead a large end-user support team across multiple sites within EY Enterprise Technology and drive incident resolution, SLA adherence, and stakeholder engagement.

You will manage staff, coordinate projects, and optimize operations while ensuring EY policies and risk controls are followed. Role requires office presence with potential travel within the geography.

Qualifications

• Exceptional communication, interpersonal, organizational, project and time management skills.
• Exceptional customer service attitude.
• Established vendor relationship management experience.
• Ability to work on multiple projects in a fast-paced environment.
• Ability to liaise with local office and engagement leadership.
• High level proficiency in communicating with team members, supervisor and peers.
• At least 6 years of leading large teams in customer software, hardware and technology support.

Responsibilities

• Leverage resources and coordinate team initiatives to meet customer needs.
• Anticipate technology support issues and prioritize tasks to implement solutions.
• Develop action plans and oversee team members using appropriate tools and standards.
• Mentor others through the solution process to satisfy customer needs.
• Build and maintain productive relationships with Senior Management and Stakeholders.
• Act as liaison between OSTS and customers to ensure effective communications.
• Lead projects to successful completion and manage vendor relationships.
• Document and track inquiries, coordinate responses, and ensure customer satisfaction.
• Understand EY policies and service offerings to address technology needs and incidents.
• Travel within supported geography as required and provide out-of-hours service.

Skills

Analytical skills

Lead large teams

Project management

Vendor management

Communication skills

Independent work

Education

Bachelor's degree or equivalent

Job description

EY is seeking an On-site Technology Support Team Lead (Assistant Director) in Manila. You will lead a large end-user support team across multiple sites within EY Enterprise Technology and drive incident resolution, SLA adherence, and stakeholder engagement.

You will manage staff, coordinate projects, and optimize operations while ensuring EY policies and risk controls are followed. Role requires office presence with potential travel within the geography.