IT Support Team Lead

1 week ago

Manila, Philippines WSAudiology Full time

Driven by the passion to improve quality of people’s lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

Responsibilities

As an IT Support Team Lead, you will ensure that the 24/7 Service Desk team operates effectively, remains responsive, and is consistently aligned with organizational needs. You will monitor day-to-day IT support activities, ensuring that all Service Desk tickets are resolved promptly, accurately, and within agreed timeframes. A key part of your role will involve tracking team performance, making sure that set goals and KPIs are met or exceeded. Additionally, you will foster a collaborative team environment, promoting strong internal teamwork and seamless cooperation with other departments across the organization.

What you will do
  • Define team goals aligned with organizational strategies, monitor performance to ensure clear understanding of objectives, audit ticket quality, and deliver regular performance reports to IT leadership
  • Lead the team in effectively resolving IT and application issues with minimal disruption, ensuring timely handling of service requests and incidents while maintaining high customer satisfaction
  • Lead major incident resolution and ensure all support processes, procedures, and work instructions are accurately documented and consistently maintained
  • Role model and uphold key management processes—including recruitment, performance management, and safety—while ensuring all related actions within the support team are completed in line with company policies and procedures
  • Act as the primary escalation point while coaching and mentoring the support team, including training new hires and upskilling the team on new support items
Experience
  • Minimum of 2-3 years’ experience in a Help Desk Manager or Service Desk leadership role
  • Strong background in IT and Service Desk operations
  • ITIL certification required
  • Proven experience in process improvement and driving change to enhance service delivery
  • Experience working in enterprise environments; global exposure is a plus
  • Able to work remotely with rotating shifts between EMEA and AMER schedule
Personal competencies
  • Customer service-oriented with a strong focus on people and team development
  • Excellent communication, interpersonal, and presentation skills
  • Collaborative and team-focused approach to work
Who we are

At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can’t wait to hear from you.

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

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