Remote IT Service Lead: 24/7 Support & Projects

ECAM; Iloilo City; Remote; PHP 700.000 - 1.200.000; Vollzeit

Benefits dieser Stelle

Day 1 HMO for you and two dependents

Annual and Performance Based Salary In

Additional Leave Credits

Zusammenfassung

ECAM is seeking a Supervisor, Remote Service to lead a 24/7 remote IT support team delivering services for US stakeholders. You will oversee operations, performance, and project execution while driving continuous process improvements and coordinating with North American teams.

The role requires a strong background in IT service management, leadership of 24/7 support staff, and effective stakeholder communication; onsite work and flexibility in schedule are expected.

Qualifikationen

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• 5+ years in IT Service Desk or Technical Support with at least 2 years in a supervisory role.
• Strong IT service management and incident/problem/change management knowledge.
• Experience leading 24/7 support teams and managing projects within budgets and timelines.
• Proven skills in performance management, coaching, and talent development.
• Strong analytical and problem-solving abilities with root-cause analysis experience.
• Knowledge of OS, networking, cloud, virtualization, and enterprise apps.
• Familiarity with ticketing systems, monitoring tools, and SLA/KPI reporting.
• Excellent communication and stakeholder management, including North American teams.
• Willingness to work onsite and flexibility in schedule.

Aufgaben

• Plan IT Service activities and processes to ensure consistent delivery.
• Track team performance and oversee project timelines and budgets.
• Manage and assess remote support staff performance and growth.
• Collaborate with cross-functional teams for process improvements.
• Supervise engineers to ensure 24x7 user support and process adherence.
• Analyze customer trends and incidents to drive service improvements.
• Provide support for major incidents and serve as primary North American contact.
• Own projects and build-outs executed by the team.
• Conduct regular team meetings and submit reports.

Kenntnisse

IT service management

Incident management

Problem management

Change management

Service delivery

Team leadership

Project management

Performance management

Root cause analysis

Stakeholder management

Communications

MS Office (Excel, PowerPoint, Outlook)

ITIL Foundation

US client experience

Ausbildung

Bachelor's degree in IT/CS/IS/Engineering

Tools

Ticketing systems

Service management platforms

Monitoring tools

Cloud services

Networking basics

Virtualization

Jobbeschreibung

ECAM is seeking a Supervisor, Remote Service to lead a 24/7 remote IT support team delivering services for US stakeholders. You will oversee operations, performance, and project execution while driving continuous process improvements and coordinating with North American teams.

The role requires a strong background in IT service management, leadership of 24/7 support staff, and effective stakeholder communication; onsite work and flexibility in schedule are expected.