R - 105710 End User Support , Team Lead

7 days 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).
#J-18808-Ljbffr

  • R - 105710 End User Support , Team Lead

    1 week ago

    Bacolod City, Western Visayas, Philippines Ubiquity Full time

    End User Support, Team LeadParticipate 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...

  • R - 105710 End User Support , Team Lead

    3 weeks ago

    Bacolod City, Western Visayas, Philippines Ubiquity Global Services, Inc. Full time

    Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.Job Responsibilities:Monitoring...

  • End User Support

    7 days ago

    Bacolod, Philippines Ubiquity Global Services, Inc. Full time

    Job Summary Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs. Job...

  • Lead, End User Support

    3 days ago

    Bacolod, Philippines Ubiquity Full time

    Job Summary Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs. Job...

  • End User Support Team Lead

    2 weeks ago

    Bacolod City, Western Visayas, Philippines beBeeleader Full time $68,333 - $90,156

    Job OverviewThe successful candidate will play a pivotal role in driving end user support excellence across our global operations. Collaborating closely with cross-functional teams, you will oversee the planning and execution of department-wide projects.As a seasoned leader, you will be responsible for managing end user support services, ensuring seamless...

  • Lead, End User Support

    2 weeks ago

    Bacolod City, Western Visayas, Philippines Ubiquity Global Services, Inc. Full time

    Job Summary:Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.Job...

  • End User Support

    3 weeks ago

    Bacolod City, Western Visayas, Philippines Ubiquity Global Services, Inc. Full time

    Job SummaryParticipate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.Job...

  • End User Support

    3 weeks ago

    Bacolod City, Western Visayas, Philippines Ubiquity Full time

    Job SummaryParticipate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.Job...

  • End User Support

    2 weeks ago

    Bacolod City, Western Visayas, Philippines Ubiquity Full time

    Job Summary:Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.Job...

  • End User Support

    3 weeks ago

    Bacolod City, Western Visayas, Philippines Far Eastern University Full time

    Provide technical assistance, resolve system issues, and maintain documentation for a dynamic company.Your RoleKey responsibilities include:Document detailed information on technical assistance requests, resolution steps, and involved dates/individuals.Act as the escalation point for unresolved computer and system concerns.Organize and file documentation for...