Technical Support Lead

Computer Aid; Manila; Hybrid; PHP 781,000 - 1,116,000; Full time

Job summary

Computer Aid is seeking a Technical Support Lead to supervise the onsite IT support team in Ermita, Manila. You will manage end-user support, monitor ticket queues, and ensure service levels while coordinating with IT leadership on escalations and reporting.

The role requires hands-on troubleshooting across LAN, Wi‑Fi, devices, and collaboration tools, with focus on Freshservice processes and Microsoft 365 deployments. This is a full-time onsite position in Manila.

Qualifications

• Graduate of a Computer Science, Information Technology, Information Systems, or related technical discipline preferred.
• At least 1 year of technical support, desktop support, or end-user services experience.
• Experience using Freshservice for incident management, inventory management, reporting, and analytics.
• Hands-on experience supporting Microsoft 365 environments.
• Knowledge of PABX administration, telephony support, and mobile device management (MDM) solutions.

Responsibilities

• Oversee and coordinate the onsite IT support team activities.
• Monitor ticket backlogs, workload distribution, and service level performance.
• Ensure compliance with service level targets and IT service management processes.
• Manage resource scheduling, attendance tracking, and coverage requirements.
• Coordinate incident escalations with IT management.
• Prepare service performance metrics and operational reports.
• Provide first-level troubleshooting for LAN, Wi-Fi, printers, and endpoints.
• Troubleshoot hardware, software, OS, printing, connectivity issues.

Skills

End-user support

Desktop support

Incident management

MS 365 administration

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Freshservice

Microsoft 365

PABX administration

MDM solutions

Job description

Technical Support Lead

Req number: R8906

Employment type: Full time

Worksite flexibility: Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Technical Support Lead ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move, apply now.

Job Description

We are seeking an experienced Technical Support Lead to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will be full-time and onsite in Ermita, Manila.

What You'll Do

• Supervise and coordinate the activities of the onsite IT support team


• Monitor ticket backlogs, workload distribution, and service level performance


• Ensure compliance with agreed service level targets and IT service management processes


• Manage resource scheduling, attendance tracking, and support coverage requirements


• Coordinate incident escalations and operational concerns with IT management


• Prepare and submit service performance metrics, operational reports, and service reviews


• Provide first-level technical support for incidents and service requests


• Troubleshoot hardware, software, operating system, printing, connectivity, and productivity application issues


• Escalate unresolved technical issues to internal support teams or third-party vendors as needed


• Support meeting room and collaboration technologies, including video conferencing equipment, displays, projectors, audio devices, and related peripherals


• Utilize Freshservice to manage incidents, service requests, projects, inventory records, reporting, and knowledge base updates


• Ensure all support activities are documented accurately and maintained in accordance with service management processes and service level agreements


• Install, configure, deploy, and support desktop and laptop devices


• Install and maintain approved operating systems and standard software packages


• Perform hardware diagnostics, troubleshooting, preventive maintenance, and device health checks


• Coordinate equipment repairs, warranty claims, and replacement activities with authorized service providers


• Support deployment, refresh, and replacement of end-user computing devices


• Prepare, configure, and deploy workstations and peripherals for new employees


• Support onboarding and offboarding activities, including equipment issuance and retrieval


• Maintain compliance with asset issuance, accountability, and inventory management procedures


• Perform asset tagging and maintain accurate inventory and asset movement records


• Track warranties, repairs, replacements, and asset lifecycle activities


• Conduct periodic physical inventory verification and support asset retirement and disposal processes


• Provide first-level troubleshooting for LAN, Wi-Fi, printer, and endpoint-related issues


• Support endpoint security initiatives, compliance requirements, software deployment, patch management, and maintenance activities


• Escalate infrastructure-related issues to appropriate technical support teams


• Provision, maintain, transfer, and deactivate PABX telephone extensions


• Install, configure, relocate, test, and troubleshoot desk phones, IP phones, and telecommunications equipment


• Configure and support company-issued mobile devices and communication tools


• Install and maintain Microsoft 365 applications, business software, security controls, and mobile device management solutions


• Troubleshoot telecommunications, internet, voice, and mobile service issues while coordinating with service providers when necessary


• Maintain accurate service desk documentation, troubleshooting records, and support procedures


• Create and update knowledge base articles and technical documentation


• Provide support for additional workplace technology and end-user computing initiatives as required


• Ensure adherence to information security policies, data privacy requirements, and applicable ISO 27001 controls

What You'll Need

• Graduate of a Computer Science, Information Technology, Information Systems, or related technical discipline preferred


• At least 1 year of technical support, desktop support, or end-user services experience


• Experience using Freshservice for incident management, service requests, inventory management, reporting, and analytics


• Hands-on experience supporting Microsoft 365 environments


• Knowledge of PABX administration, telephony support, and mobile device management (MDM) solutions


• Experi