On-site Tech Support Lead — Flexible & Impactful

Ernst & Young Advisory Services Sdn Bhd; Philippines; On-site; PHP 1,500,000 - 1,900,000; Full time

Job summary

EY is seeking an On-site Technology Support Team Lead (Assistant Director) to manage a large, multi-site end-user support team within Enterprise Technology. You will drive service delivery, stakeholder engagement and vendor governance while ensuring compliance with EY policies.

The role requires hands-on leadership in EY Cebu operations and availability for travel within the geography. The successful candidate will have 6+ years leading large teams in customer software/hardware support,

Qualifications

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

Responsibilities

• Leverage multiple resources and co-ordinate team initiatives to meet customer needs consistent with EY Technology support processes and expectations.
• Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues.
• Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.
• Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.
• Build and maintain productive relationships with Senior Management and Stakeholders within the geography supported.
• Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.
• Work independently and or lead projects as assigned to successful completion.
• Maintain and manage vendor relationships including oversight of adherence to SLA targets and assist as required to develop, negotiate and maintain local vendor contracts.
• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction.
• Maintain an understanding of EY Technology organization and service offerings to address customer needs and incidents.
• Have a thorough understanding of technology needs of key engagements in the supported geography and communicate needs to EY Technology personnel.
• Understand and apply Talent policies for the geography supported in a consistent and fair manner.
• Participate with and provide technical consultation to senior EY Technology management as requested.
• Provide out of hours service as needed and travel within geography as required.
• Serve as the primary OSTS Lead for the GDS Cebu Center, providing local technology leadership and coordination.
• Drive implementation, governance, and continuous compliance of OSTS processes in line with EY policies, controls and risk management requirements.
• This role is required to physically work in an EY office.

Skills

Leadership

Communication

Vendor management

Project management

Team management

Customer service

Interpersonal skills

Education

Bachelor's degree or equivalent

Job description

EY is seeking an On-site Technology Support Team Lead (Assistant Director) to manage a large, multi-site end-user support team within Enterprise Technology. You will drive service delivery, stakeholder engagement and vendor governance while ensuring compliance with EY policies.

The role requires hands-on leadership in EY Cebu operations and availability for travel within the geography. The successful candidate will have 6+ years leading large teams in customer software/hardware support,