Onsite IT Supervisor - Lead Tech Support & Ops

Visaya Knowledge Process Outsourcing Corporation; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Visaya Knowledge Process Outsourcing Corporation is seeking an IT Supervisor to oversee the IT support team’s daily operations, ensuring timely resolution of technical issues and adherence to service standards.

You will lead, mentor, and coordinate with internal departments and vendors, drive IT process improvements, manage documentation, and ensure compliance with policies and industry standards while working onsite in Metro Manila.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• At least 5 years of IT support experience.
• At least 2 years in a supervisory or management role.
• Strong knowledge of IT systems, networks, cybersecurity, and ITIL.
• Experience with ITIL or IT service management frameworks.
• Willing to work onsite and on a shifting schedule.

Responsibilities

• Oversee the daily operations and service delivery of the IT support team.
• Manage and resolve escalated technical and IT support concerns.
• Provide technical guidance and support to IT team members.
• Ensure timely, effective, and customer-focused resolution of support requests.
• Develop, implement, and maintain IT support policies, procedures, and processes.
• Monitor team performance metrics and prepare regular reports for senior management.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Train, mentor, and develop IT support staff to improve technical capabilities and service delivery.
• Collaborate with other departments to ensure IT support services are aligned with organizational requirements and business goals.
• Coordinate with vendors, service providers, and other external partners as needed.
• Manage IT support resources and assist with budget planning and resource allocation.
• Ensure compliance with company policies, IT service management standards, and applicable industry regulations.
• Develop and maintain accurate documentation for IT support processes, procedures, and knowledge resources.
• Identify opportunities for process improvement and implement initiatives to improve efficiency, service quality, and customer satisfaction.
• Handle escalated customer complaints and feedback and ensure appropriate resolution.Maintain high levels of internal customer satisfaction through responsive and effective IT support.
• Stay updated on IT systems, technologies, industry trends, and IT service management best practices.
• Assist in the implementation and management of IT projects and initiatives.
• Provide operational and performance reports to senior management as required.
• Perform other related duties and responsibilities as assigned.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Time management

Organizational skills

Budget management

Attention to detail

Education

Bachelor’s degree in IT/CS

Tools

IT ticketing systems

Monitoring tools

Job description

Visaya Knowledge Process Outsourcing Corporation is seeking an IT Supervisor to oversee the IT support team’s daily operations, ensuring timely resolution of technical issues and adherence to service standards.

You will lead, mentor, and coordinate with internal departments and vendors, drive IT process improvements, manage documentation, and ensure compliance with policies and industry standards while working onsite in Metro Manila.