On-site Technology Support Lead

Jobtailor; Philippines; On-site; PHP 1,500,000 - 2,300,000; Full time

Job summary

EY is seeking an OSTS Lead to manage on-site technology support for customers across a large geography and oversee a sizable team across multiple sites. The role emphasizes vendor relationship management, SLA adherence, and high-end end-user support.

You will drive projects, coordinate resources, and ensure compliance with EY's technology services standards while engaging senior stakeholders and providing technical guidance.

Qualifications

• Advanced analytical skills to address major end-user incidents.
• Ability to work independently with limited oversight.
• Decision-making to prioritize OSTS team work and service delivery approaches.
• Advanced technical ability to resolve customer issues.
• Coordinate daily activities of a large team across locations, including virtual interaction.
• Experience managing hiring, development and counselling.
• Project management experience in IT product support.
• Exceptional communication, interpersonal, organizational, project and time management skills.
• Exceptional customer service attitude.
• Vendor relationship management experience.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Ability to establish strong relationships with local office and engagement leadership.
• Proficiency communicating with team members, supervisors and peers.
• 6+ years of leading large teams in customer software, hardware and technology support.

Responsibilities

• Lead on-site technology support for customers across a large geography, office or multiple sites.
• Manage a large team performing high-level technology support activities for end users.
• Manage staff and ensure end-user support metrics and performance standards are achieved.
• Coordinate resources and team initiatives to meet customer needs.
• Facilitate implementation and support of defined technical solutions.
• Anticipate technology support issues and develop solutions.
• Develop action plans and strategies and oversee team use of tools, techniques and standards.
• Analyze decisions and mentor others through solution processes.
• Build relationships with senior management and stakeholders.
• Liaise between OSTS and supported customers.
• Lead projects through successful completion.
• Manage vendor relationships, SLA adherence and local vendor contracts.
• Document and track inquiries, coordinate responses and follow up on customer satisfaction.
• Maintain understanding of the firm's business, organization, strategy and technology services.
• Provide technical consultation to senior EY Technology management.
• Provide out-of-hours service and travel within the supported geography as required.
• Serve as primary OSTS Lead for the GDS Cebu Center, providing local technology leadership, stakeholder engagement and operational oversight.
• Drive implementation, governance and continuous compliance of OSTS processes, support services, asset management and vendor engagements.
• Physically work in an EY office

Skills

Advanced analytical skills

Independent work

Decision making

Project management

Communication skills

Customer service

Vendor management

Leadership

Networking with stakeholders

Team leadership

6+ years leadership

Bachelor's degree

Education

Bachelor's Degree or Equivalent

Job description

• Lead on-site technology support for customers across a large geography, office or multiple sites
• Manage a large team performing high-level technology support activities for end users
• Manage staff and ensure end-user support metrics and performance standards are achieved
• Coordinate resources and team initiatives to meet customer needs
• Facilitate implementation and support of defined technical solutions
• Anticipate technology support issues and develop solutions
• Develop action plans and strategies and oversee team use of tools, techniques and standards
• Analyze decisions and mentor others through solution processes
• Build relationships with senior management and stakeholders
• Liaise between OSTS and supported customers
• Lead projects through successful completion
• Manage vendor relationships, SLA adherence and local vendor contracts
• Document and track inquiries, coordinate responses and follow up on customer satisfaction
• Maintain understanding of the firm's business, organization, strategy and technology services
• Provide technical consultation to senior EY Technology management
• Provide out-of-hours service and travel within the supported geography as required
• Serve as primary OSTS Lead for the GDS Cebu Center, providing local technology leadership, stakeholder engagement and operational oversight
• Drive implementation, governance and continuous compliance of OSTS processes, support services, asset management and vendor engagements
• Physically work in an EY office

Requirements

• Advanced analytical skills to address major end-user incidents
• Ability to work independently with limited oversight
• Decision-making ability to prioritize OSTS team work and service delivery approaches
• Advanced technical ability to resolve customer issues
• Ability to coordinate daily activities of a large team across different locations, including virtual interaction
• Experience managing hiring, development and counselling
• Demonstrated experience in project management of IT product support
• Exceptional communication, interpersonal, organizational, project and time management skills
• Exceptional customer service attitude
• Vendor relationship management experience
• Ability to manage multiple projects simultaneously in a fast-paced environment
• Ability to establish strong relationships with local office and engagement leadership
• Proficiency communicating with team members, supervisors and peers
• At least 6 years of leading large teams in customer software, hardware and technology support
• Bachelor's degree or equivalent work experience is desirable

Core Competencies

Demonstrates advanced technical ability in managing large teams for end-user technology support, with a strong focus on project management, vendor relationship management, and customer service excellence. Capable of developing strategies and action plans to enhance service delivery and ensure compliance with organizational standards.

Highest-signal resume keywords

• Project Management of IT Product Support
• Vendor Relationship Management
• Advanced Analytical Skills
• Exceptional Communication Skills
• Team Leadership in Technology Support

ATS Optimization Keywords

Hard Skills

• Advanced Technical Ability
• Decision-Making Ability
• Customer Issue Resolution
• End-User Support Metrics Management
• Action Plan Development
• Technology Support Implementation
• SLA Adherence
• Asset Management
• Project Management
• Analytical Skills

Soft Skills

• Exceptional Customer Service Attitude
• Interpersonal Skills
• Organizational Skills
• Time Management Skills
• Ability to Work Independently

Certifications & Qualifications

• Bachelor's Degree or Equivalent Work Experience

Industry Keywords

• Technology Support
• Stakeholder Engagement
• Operational Oversight
• Continuous Compliance
• Customer Satisfaction