Tech Operations Lead

51Talk Philippines; Pasig; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

A leading educational technology company is seeking an IT Supervisor to lead the technical support team in the Philippines. The candidate will supervise service delivery, conduct performance monitoring, and ensure the reliability of systems. They should have 7-9 years of technical support experience, with a minimum of 5 years in a leadership role. A Bachelor's degree in IT or a related field is required. This role offers a chance to enhance support efficiencies using advanced technologies.

Qualifications

• 7-9 years of experience in technical support or IT operations.
• 5 years in a supervisory or team leadership role.
• Advanced knowledge of computer troubleshooting.

Responsibilities

• Supervise the technical support team in providing support.
• Monitor service requests to ensure timely resolution.
• Assist in developing standard procedures.

Skills

Leadership

Technical troubleshooting

Communication

Data analysis

Problem-solving

Education

Bachelor’s Degree in Information Technology, Computer Science, or related field

Tools

Windows operating systems

AI tools

Networking concepts

Job description

Job description

Key Responsibilities

Team Leadership & Service Delivery

• Supervise and guide the technical support team in providing effective and timely support to teachers and academic staff.
• Monitor service requests and ensure issues are resolved within established timelines.
• Conduct coaching, mentoring, and performance monitoring of support personnel.
• Assist in developing standard procedures and improving support workflows.

Technical Support & Troubleshooting

• Provide advanced troubleshooting for computer hardware, Windows operating systems, and related applications.
• Handle escalated technical concerns that require deeper technical expertise.
• Ensure reliable operation of supported devices and classroom systems.

Networking & Systems Support

• Assist in diagnosing and resolving basic network connectivity issues.
• Coordinate with infrastructure teams regarding network or system-related problems.

Process Improvement, AI & Automation

• Identify opportunities to improve support efficiency using AI tools, automation, or system enhancements.
• Participate in technology development or improvement initiatives that enhance user experience.

Data Analysis & Reporting

• Track support metrics, incident trends, and service performance.
• Prepare regular reports for IT management and leadership.
• Recommend improvements based on data insights.

Minimum Qualifications

Education

• Bachelor’s Degree in Information Technology, Computer Science, or related field.

Experience

• At least 7-9 years of experience in technical support or IT operations.
• Minimum 5 years in a supervisory or team leadership role.

Technical Skills

• Advanced knowledge of computer troubleshooting and Windows operating systems.
• Basic understanding of networking concepts and topology.
• Experience with AI tools, automation, or system development is an advantage.
• Strong data analysis and reporting skills.

Competencies

• Strong leadership and team coordination skills.
• Excellent communication and customer service orientation.
• Problem-solving and organizational skills.

Job summary

Results-driven IT Supervisor with experience in managing IT operations, leading technical teams, and ensuring system performance and security.