Support Services Team Lead

6 days ago

Marikina, Philippines Harris Global Business Services (GBS) Full time

Overview

SmartWorks, a division of Harris Utilities, has been serving the utility industry in North America and the Caribbean for 40+ years. Our mission is to unlock the value of the Smart Grid by delivering innovative software and exceptional service to utility companies and their customers.

We’re looking for a Support Services Team Lead with strong technical and leadership experience to guide our support team, ensure top-notch client service, and drive operational excellence.

Responsibilities
  • Lead and inspire a support team to deliver excellent customer experiences
  • Manage escalations, monitor performance, and foster a culture of collaboration
  • Oversee customer support tickets, ensuring timely resolution and clear communication
  • Administer and optimize Salesforce, including training, reporting, and automation
  • Collaborate across departments to resolve complex challenges and improve processes
What We’re Looking For
  • 8+ years of production environment experience
  • 5+ years of SQL and team leadership
  • Strong background in Linux, networking, firewalls/VPNs, and relational databases (Oracle/PostgreSQL)
  • Cloud systems experience (networking, storage)
  • Excellent communication, problem-solving, and leadership skills
Nice-to-Haves
  • Salesforce administration experience
  • Knowledge of Java, JSP, or jQuery
  • Utility industry or Smart Grid experience
  • ITSM/ITIL knowledge
Why Join Us?
  • Fully remote role (Philippines)
  • Competitive benefits: 30 days leave, insurance, lifestyle rewards & more
  • Work with a passionate, global team making an impact in the utility industry
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