Team Lead IT Support

First Advantage Philippines Inc.; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work setup

HMO Benefits

Free mental health consultation

Job summary

First Advantage Philippines is seeking an experienced Team Lead IT Support to drive the global IT Support operations and lead onsite APAC IT services. You will ensure professional incident response, SLA adherence, and continuous process improvement across a distributed team.

The role requires coordinating with global teams, managing metrics, and mentoring IT staff while maintaining strong customer service standards in a fast-paced environment.

Qualifications

• Bachelor’s degree in computer science or related field, or equivalent skills and experience.
• 2+ years as a Team Lead with specialization in systems administration and IT Operations in a Windows environment.

Responsibilities

• Coordinate with the Global IT Support team in daily duties and ensure a strong customer-service culture; manage daily/weekly/monthly reports to track metrics.
• Maintain records of daily operations and metrics such as ticket volumes, SLA, compliance, backlog, CSAT, escalation rate, and incident trends.
• Handle escalations, implement corrective actions, manage shift rosters, update SOPs, and conduct interviews for IT and Sr.IT support roles.
• Observe and improve support techniques; compare effectiveness and implement new methods when old ones are ineffective.
• Coordinate with vendors; follow and enhance support policies; collaborate with internal departments; review/test new apps, printers, software, and provide feedback.
• Identify technical challenges and arrange timely trainings; propose Service Improvement Plans and drive their implementation.
• Maintain excellent communication with end users and other technology department members.

Education

Bachelor’s degree in computer science or related field

Job description

Team Lead IT Support

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You'll Do

A successful TEAM LEAD IT SUPPORT is responsible for ensuring professionalism and driving the effective execution and continuous improvement of all Global IT Support operations. This role involves ensuring that the support team consistently delivers high-quality customer service, meets incident resolution targets, and adheres to defined service level agreements (SLAs). The Team Leader also monitors and guides team members to ensure customer inquiries and issues are addressed promptly and efficiently.

In addition, for the APAC region, the Team Leader handles end-to-end ownership of onsite IT support functions. This includes overseeing and managing location-specific responsibilities such as troubleshooting and resolving IT hardware issues, supporting servers, printers, and other infrastructure, and leading onsite technical support operations. The role requires coordination with global teams while ensuring seamless delivery of local support services, maintaining operational continuity, and acting as the primary point of contact for all onsite IT needs across APAC locations.

Responsibilities:

• Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via tickets and ensure facilitating good customer service culture in team members Manage daily, weekly, and monthly reports to track the metrics.
• Keep record of daily operations and metrics like ticket volumes, SLA, compliance, backlog, customer satisfaction (CSAT), escalation rate, incident trends etc.
• Handle escalations and ensure to put in corrective actions. Management of shift roster Review and updating of SOP on timely basis Conduct interviews for IT & Sr.IT support specialists’ role.
• Observe support teams’ operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
• Coordinate with vendors as needed Learn, follow, and enhance Support teams policies and procedures. Become familiar with other internal departments, their systems, applications, and service needs. Review and test new applications, printers, software etc., and provide feedback.
• Identify the technical challenges if the team and arrange timely trainings Propose Service Improvement Plans for the company and work on implementing them.
• Maintain excellent communication with all end users and other members of the technology department.

What You Will Need to be Successful:

• Bachelor’s degree in computer science or a related field, or equivalent skills and experience.
• 2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.

What You May Need to be Successful:

• Good knowledge of ITIL processes. ITIL V4 certification is a strong added advantage.
• Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).
• Telephony experience (Cisco VoIP preferred).
• Microsoft Office 2013 and above.
• Outlook 2013 and above.
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)
• Previous work experience in a corporate environment.
• Experience supporting Outlook in a Microsoft Exchange environment.
• Experience supporting a variety of Wi‑Fi-enabled devices.
• Experience supporting remote users.
• Basic knowledge of thin client systems, network printers, Citrix, terminal servers
• Hands‑on experience with scripting languages such as PowerShell, along with runbook automation and integration for streamlined IT operations.
• Excellent communication skills.
• Experience working in a global setup and with a tightly integrated team.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment.

Why Join Us at First Advantage?

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award‑winning manager development program

Additional benefits offered include:

• Competitive Salary Package
• HMO Benefits
• Free mental health consultation
• Hybrid work set up

Please note that a valid NBI clearance is required for external candidates. External candidates must ensure it is available as soon as possible to avoid delays in the hiring process. This requirement does not apply to internal (IJP) candidates.