Supervisor Remote Service - Apprentice

ECAM; Iloilo City; Remote; PHP 700,000 - 1,200,000; Full time

Benefits offered by this job

Day 1 HMO for you and two dependents

Annual and Performance Based Salary In

Additional Leave Credits

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

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

Tools

Ticketing systems

Service management platforms

Monitoring tools

Cloud services

Networking basics

Virtualization

Job description

Job Description:

ECAM is looking for talented individuals like you! Be the next Supervisor, Remote Service.

Responsible for leading a team of remote support engineers that provides 24/7 IT support services. The supervisor oversees daily operations, team performance, service delivery, project execution, and continuous process improvement while serving as a key point of contact for US stakeholders.

Job Highlights:

• Day 1 HMO for you and two (2) of your dependents.
• Annual and Performance Based Salary Increase
• Additional Leave Credits

Duties & Responsibilities:

• Planning of IT Service activities and processes.
• Tracking and oversight of the team’s performance.
• Manages projects, timelines adhering to budgets and assigning staff members.
• Manage and assess the performance of the support team members.
• Collaborate with the other teams for project and process improvements.
• Supervise support engineers to make sure all are adhering to the process and giving proper
  support to the users 24x7.
• Generates and analyzes customer trends, recurring incidents, root-cause analysis to provide
  service improvement.
• Provide support for critical and major incidents.
• Primary contact for North American counterparts.
• Accountable for projects and build outs done by the support engineers.
• Conduct regular team meetings.
• Submit reports regularly.
• Grow the technical skillset of his/her peers through peer mentoring, coaching, training, etc.
  

Qualifications:

• Bachelors degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• At least 5 years of experience in IT Service Desk, Technical Support, Infrastructure Support, or Managed Services, with a minimum of 2 years in a supervisory or leadership role.
• Strong understanding of IT service management principles, incident management, problem management, change management, and service delivery best practices.
• Experience leading and managing technical support teams operating in a 24/7 support environment.
• Proven ability to manage projects, prioritize workloads, allocate resources, and deliver results within established timelines and budgets.
• Demonstrated experience in performance management, employee coaching, mentoring, and talent development.
• Strong analytical and problem-solving skills with experience conducting root cause analysis and implementing process improvements.
• Knowledge of IT infrastructure technologies including operating systems, networking, cloud services, virtualization, and enterprise applications.
• Experience working with ticketing systems, service management platforms, and monitoring tools.
• Proven track record of managing critical incidents, escalations, and customer-facing service issues.
• Excellent communication, presentation, and stakeholder management skills, with the ability to collaborate effectively with North American and global teams.
• Strong organizational skills with the ability to generate reports, analyze service metrics, and provide actionable recommendations.
• Customer-focused mindset with a commitment to delivering high-quality support and improving customer satisfaction.
• Ability to work in a fast-paced environment and effectively manage multiple priorities simultaneously.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• ITIL Foundation Certification or other IT Service Management certifications.
• PMP, CAPM, Agile, Scrum, or other project management certifications.
• Experience working with US-based clients or stakeholders.
• Experience in managed services, shared services, or outsourced IT support environments.
• Knowledge of service level agreements (SLAs), key performance indicators (KPIs), and operational reporting.
• Experience driving continuous improvement initiatives and implementing service delivery best practices.
• Willingness to work onsite.
• Flexibility in work schedule.

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.