It Team Lead

Job Title: IT Team Lead
Work Setup: Hybrid / Shifting Schedule
Location: Quezon City

Job Description:
The IT Team Lead is responsible for managing and mentoring a team of technical support engineers to ensure effective resolution of software, system, and application-related issues. This role requires leadership skills, advanced technical expertise, and the ability to foster a collaborative environment that prioritizes customer satisfaction. The IT Team Lead will act as the main point of escalation for the team and coordinate with development and engineering teams to resolve complex issues.

Key Responsibilities

Team Leadership

• Supervise and mentor a team of L2 technical support engineers, ensuring high performance and adherence to service-level agreements (SLAs).
• Monitor team performance through metrics, ticket resolution, and customer feedback.
• Provide coaching, training, and career development opportunities for team members.

Escalation Management

• Serve as the main point of escalation for complex technical issues beyond L2 support scope.
• Coordinate with development, QA, and engineering teams to ensure timely resolution of escalated issues.

Operational Oversight

• Manage team schedules to ensure 24/7 coverage for critical operations.
• Regularly review and optimize support processes to improve efficiency and service delivery.
• Assist in creating and maintaining knowledge base documentation for the team and end users.

Technical Expertise

• Troubleshoot and resolve advanced technical issues when necessary, including:
• Analyzing logs, system reports, and error messages.
• Debugging and scripting using programming knowledge (e.g., Python, Java, C#).
• Querying databases (e.g., SQL, PostgreSQL) for diagnostics.
• Ensure team proficiency in software products, including ERP, CRM, or other proprietary applications.

Customer Satisfaction

• Foster a customer-first mindset within the team, ensuring empathy, patience, and professionalism in interactions.
• Monitor customer feedback and address areas for improvement proactively.

Tools and Reporting

• Oversee the use of ticketing systems (e.g., ServiceNow, Jira, Zendesk) for efficient tracking and resolution of issues.
• Utilize monitoring tools (e.g., Splunk, Nagios) and version control systems (e.g., Git) to support troubleshooting efforts.
• Prepare regular performance and operational reports for management review.

Qualifications

Technical Skills

• Proficiency in troubleshooting software and system issues.
• Strong understanding of database management, APIs, and integrations.
• Familiarity with operating systems, server environments, and networking basics.
• Hands-on experience with ticketing systems, monitoring tools, and version control systems.

Leadership Skills

• Proven ability to lead and manage a technical support team effectively.
• Strong coaching and mentoring abilities to develop team members' technical and soft skills.
• Capability to handle escalations and coordinate with cross-functional teams for resolution.

Soft Skills

• Excellent verbal and written communication for technical and non-technical audiences.
• Strong problem-solving and critical thinking abilities.
• Effective time management and prioritization skills.
• Collaborative mindset and ability to foster a positive team culture.

Experience Requirements

• 2–3 years of experience as a Team Leader in a technical support role, preferably supporting software products.
• A total of 2+ years in technical support or IT roles, with hands-on experience in troubleshooting complex issues.

Job Types: Full-time, Permanent

Pay: Up to Php60,000.00 per month

Benefits:

• Company events
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Late shift
• Monday to Friday
• Night shift
• Overtime
• Rotational shift
• Shift system
• Weekends

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Application Question(s):

• How much is your expected salary packages?
• Are you amenable to work on a shifting schedule, holidays, weekends and render overtime?
• Where are you currently residing?
• Are you willing to work in Quezon City?
• Please provide your active contact number and active email address.
• When can you start, if we ever hired you?

Education:

• Bachelor's (Required)

Experience:

• Team Leader for Tech Supports: 2 years (Required)