Remote IT Senior Support Team Lead

HRTX; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

HRTX is seeking an experienced IT Senior Support Team Lead to oversee a busy L3 IT support group, driving high-quality incident resolution and proactive support. You will mentor staff, optimize ticket handling, and align ITSM practices with business goals in a multi-national environment.

The role requires managing complex issues, coordinating with onshore and offshore teams, and maintaining high customer satisfaction through structured processes and metrics.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5-7 years of IT support or helpdesk management experience supporting onshore resources in the US.
• Strong command of ticketing systems, preferrable ServiceNow or similar ITSM platforms.
• Prior experience in US-based healthcare companies preferred.
• Experience supporting users in a multi-national, multi-cultural environment.
• Proven leadership experience in supervising a team.

Responsibilities

• Supervise and mentor a team of L3 Senior Support staff, including workload distribution and productivity, performance evaluations, training, and development.
• Delegate tasks to team members and ensure proper workload distribution.
• Conduct regular team meetings to discuss goals, performance, and upcoming projects.
• Manage and prioritize incoming support requests triaged by the ITSM ticketing system requiring L3 support.
• Ensure that all ticket requests are handled in a timely and professional manner.
• Establish and track key performance indicators (KPIs) to measure support effectiveness.
• Ensure proper documentation of all support activities.
• Provide hands-on technical support for escalated issues that the L3 support team cannot resolve.
• Troubleshoot hardware, software, and network issues.
• Install and configure hardware and software systems as needed.
• Assist in the remote setup and support of IT equipment such as computers, printers, mobile devices, and networking tools.
• Coordinate with onshore teams to develop and implement best practices for L3 team processes to enhance productivity and efficiency.
• Propose and implement improvements to the support workflow.

Skills

Team Leadership

L3 Support

ITSM

ServiceNow

Customer Service

Troubleshooting

Documentation

Cross-Functional Collaboration

Networking

Multi-national Environment

Education

Bachelor's degree in Information Technology/Computer Science

Tools

ServiceNow

Job description

HRTX is seeking an experienced IT Senior Support Team Lead to oversee a busy L3 IT support group, driving high-quality incident resolution and proactive support. You will mentor staff, optimize ticket handling, and align ITSM practices with business goals in a multi-national environment.

The role requires managing complex issues, coordinating with onshore and offshore teams, and maintaining high customer satisfaction through structured processes and metrics.