Lead, End User Support

3 weeks 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 Responsibilities
  • Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service at the site
  • Maintaining high performance levels for service-related processes, and executing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
  • Providing feedback for improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Supervising Site End User Support Team to facilitate continual improvements in the desktop environment
  • Enabling high-level performance benchmarks with the end user environment and site services
Job Qualifications: (Knowledge, Skills, Experience)
  • 5+ years of relevant functional experience in similar roles
  • 2+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an foundational understanding of ITIL (Information Technology Infrastructure Library) principles
  • Strong organizational skills and an ability to manage and prioritize tasks efficiently
  • Capacity to train and guide junior team members
  • Solid resource planning and problem-solving skills
  • Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese)
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Internet Publishing
#J-18808-Ljbffr

  • End User Support

    4 weeks 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...

  • 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: ...

  • Technical Support Representative

    1 day ago

    Bacolod City, Western Visayas, Philippines Ubiquity Full time ₱150,000 - ₱250,000 per year

    Technical Support RepresentativeBacolod, CityAt Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it's the foundation of who we are and what we do. As a Technical Support Representative, you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.What You'll...

  • Customer Service Team Lead

    4 weeks ago

    Bacolod, Philippines TalentPop App Full time

    Lead with Impact as Our Next Customer Service Team LeadDo you thrive in guiding teams toward success? At TalentPop, we’re looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you’re a results-driven leader who knows how to balance people...

  • UI/UX Designer

    4 weeks ago

    Bacolod, Philippines Codev Insights Full time

    Overview We are looking for a self-starting UX/UI Designer who is not only highly skilled in design but also thrives in fast-moving startup environments. The ideal candidate will take ownership of design decisions, collaborate closely with leadership, and bring vision to life with actionable, production-ready designs. Responsibilities Lead the end-to-end...

  • Technical Sales Executive

    4 weeks ago

    Bacolod, Philippines Actron Industries, Inc. Full time

    The Technical Sales Executive is responsible for planning, leading, organizing, and controlling the various activities related to the development of the company’s business in the assigned area by providing proper customer servicing to ensure that customers’ expectations are met to their delight and satisfaction. This role manages a number of...

  • IT Support Staff

    7 days ago

    Bacolod City, Western Visayas, Philippines LMI Corporation (Bacolod) Full time ₱250,000 - ₱350,000 per year

    Hi, we are LMI Corporation and we are looking for an IT Support Staff:Job Description:Technical Support: Respond to service requests, troubleshoot hardware/software/network issues, provide remote/onsite support, and document solutions.Maintenance & Optimization: Conduct preventive maintenance, ensure backups, and recommend system upgrades.Security &...

  • IT Support Staff

    7 days ago

    Bacolod City, Western Visayas, Philippines LMI Corporation Full time ₱250,000 - ₱350,000 per year

    Hi, we are LMI Corporation and we are looking for an IT Support Staff:Job Description:Technical Support: Respond to service requests, troubleshoot hardware/software/network issues, provide remote/onsite support, and document solutions.Maintenance & Optimization: Conduct preventive maintenance, ensure backups, and recommend system upgrades.Security &...

  • Team Lead

    2 weeks ago

    Bacolod, Philippines InteLogix Full time

    JOB SUMMARY: We are seeking a highly motivated and experienced Team Lead to oversee daily operations of our customer service team. The ideal candidate will ensure efficient and optimal performance, maintain high service standards, and foster a positive work environment. This role involves monitoring staff, handling escalations, monitoring intraday...

  • NOC Support Ticket Controller Supervisor, UCaaS

    3 days ago

    Bacolod City, Western Visayas, Philippines BCM One Full time ₱900,000 - ₱1,200,000 per year

    Are you a natural leader who thrives in fast-paced, service-driven environments? BCM One is seeking a NOC Support Ticket Controller Supervisor to lead a high-performing technical support team that keeps our customers connected and supported 24/7. As a technical subject-matter expert and coach, you'll empower your team to deliver world-class service for our...