Remote IT Support Lead — 24/7 Service Delivery & Projects

Jobtailor; Iloilo City; Remote; PHP 800,000 - 1,600,000; Full time

Job summary

Jobtailor in the Philippines seeks a senior leader to guide a team of remote support engineers delivering 24/7 IT services. You will oversee daily operations, project execution, and performance, while planning service activities and ensuring adherence to standards.

The role includes mentoring staff, collaborating across teams, and acting as the primary liaison for North American counterparts. The position emphasizes strong team leadership, incident analysis, and continuous service improvement to

Qualifications

• Experience or qualifications for supervising remote support engineers is required or implied.
• Ability to provide and oversee 24/7 IT support services.
• Strong skills in planning IT service activities and processes.
• Proven capability to track team performance and manage projects, budgets, and staff assignments.

Responsibilities

• Lead a team of remote support engineers providing 24/7 IT support services.
• Oversee daily operations, team performance, service delivery, and project execution.
• Plan IT service activities and processes.
• Track and oversee the team’s performance.
• Manage projects, timelines, budgets, and staff assignments.
• Assess support team member performance and provide coaching.
• Collaborate with other teams on projects and process improvements.
• Supervise engineers to ensure 24x7 user support and process adherence.
• Generate and analyze customer trends, incidents, and root-cause analyses for service improvement.
• Provide support for critical and major incidents.
• Serve as primary contact for North American counterparts.
• Be accountable for projects and builds completed by the team.
• Conduct regular team meetings and submit reports.
• Develop peers’ technical skills through mentoring and training.

Skills

24/7 IT Support

Project Management

Performance Tracking

Technical Mentoring

Process Improvement

Team Leadership

Collaboration

Coaching

Communication

Root Cause Analysis

Job description

Jobtailor in the Philippines seeks a senior leader to guide a team of remote support engineers delivering 24/7 IT services. You will oversee daily operations, project execution, and performance, while planning service activities and ensuring adherence to standards.

The role includes mentoring staff, collaborating across teams, and acting as the primary liaison for North American counterparts. The position emphasizes strong team leadership, incident analysis, and continuous service improvement to