Team Lead IT Support

LM Wind Power / GE; Philippines; Remote; PHP 600,000 - 900,000; Full time

Job summary

LM Wind Power / GE Philippines is seeking a Team Lead IT Support to drive professional Global IT Support operations, ensure service quality, reach incident resolution targets, and uphold SLAs.

You will coordinate with global teams, oversee APAC onsite IT support, manage staffing, train teams, and deliver timely services across remote operations.

Qualifications

• 2+ years as a Team Lead in IT operations.
• Strong knowledge of ITIL processes; ITIL v4 is a plus.
• Experience with Windows server environments and networking basics.
• Experience supporting remote users and VoIP.
• Excellent communication and problem solving abilities.

Responsibilities

• Lead the Global IT Support team to meet SLAs and incident targets.
• Oversee onsite APAC IT operations for end-to-end support.
• Coordinate with global teams and vendors as needed.
• Develop and implement process improvements and runbooks.
• Prepare daily/weekly/monthly performance reports.
• Mentor staff and conduct interviews.

Skills

Team leadership

Windows administration

ITIL processes

Networking TCP/IP

PowerShell scripting

Citrix/Terminal servers

VoIP experience

Microsoft Exchange

Remote user support

Diagnostics & debugging

Job description

## Team Lead IT SupportApply: PH\\_Philippines\\_Virtual: Full time: Posted 2 Days Ago: R10519The Team Leader 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. Job Duties and 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 rosterReview and updating of SOP on timely basisConduct 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 neededLearn, 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 trainingsPropose 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. Qualifications 2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.· 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 forstreamlined 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 usingindustry best practices and procedures.Ability to multi-task in a fast-paced environment.: