First Advantage
IT Team Lead - (Philippines-based)
Alabang, Muntinlupa, Philippines - Full Time
The Team leader is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the Global IT Support. His/her job description entails making sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the Global IT Support team members to ensure that customer inquiries are promptly attended to
What's in it for you?
Hybrid work arrangement (mostly remote)
Competitive salary package
HMO + free dependents
Medicine & optical reimbursement
Competitive leave entitlement
Global team
RESPONSIBILITIES:
Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via calls, tickets and ensure to facilitate good customer service culture in team members
Manage daily, weekly, and monthly reports to track the metrics.
Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Keep record of daily operations and metrics like SLA, ASA etc.
Handle escalations and ensure to put in corrective actions.
Management of shift roster
Review and updating of SOP on a timely basis
Conduct interviews for IT & Sr.IT support specialists’ role.
Coordinate with vendors as needed
Learn, follow, and enhance Help Desk 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.
EDUCATION:
- Bachelor’s Degree Preferred
REQUIRED SKILLS:
- 2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.
- Good knowledge of ITIL processes. ITIL V3 certification is a strong added advantage.
- Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).
PHYSICAL REQUIREMENTS:
- Hybrid work setup (mostly remote)
- Some in-country travel may be required
- Based in the Philippines
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
