R - 105710 End User Support , Team Lead

4 weeks ago

Bacolod, Philippines Ubiquity Full time
End User Support, Team Lead

Participate in decision-making and collaborate with other IT teams on department-wide projects. Plot team schedules and ensure support coverage and on-call schedules are defined and communicated effectively. Conduct support ticket auditing to ensure all tickets are handled within the established SLAs.

Job Responsibilities:

  • Monitor and manage end user support, site services, and VIP support functions to ensure optimal service at the site.
  • Maintain high performance levels for service-related processes and implement improvement activities as needed.
  • Take ownership of critical incidents, coordinate resolution efforts, and communicate effectively with stakeholders for post-incident reviews.
  • Ensure the implementation of global systems, procedures, and methodologies to support excellent service delivery.
  • Provide feedback for improvements and ensure timely implementation of actions for service upgrades.
  • Report regularly on service performance to management.
  • Lead personnel management, including recruiting, performance assessment, training, and mentoring.
  • Build strong relationships with teams and stakeholders for effective communication across departments.
  • Supervise the Site End User Support Team to foster continual improvements in the desktop environment.
  • Enable high-performance benchmarks for the end user environment and site services.

Job Qualifications (Knowledge, Skills, Experience):

  • 5+ years of relevant experience in similar roles.
  • 2+ years of experience leading both physical and virtual teams in large-scale, diverse environments.
  • Exceptional customer-facing skills.
  • Deep knowledge of escalation procedures, incident management, and related disciplines, with foundational ITIL understanding.
  • Strong organizational skills with the ability to manage and prioritize tasks efficiently.
  • Ability to train and mentor junior team members.
  • Solid resource planning and problem-solving skills.
  • Proficiency in business English (spoken and written) and native-level fluency in the language of support (Spanish, French, German, Tamil, Chinese).
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