IT Support Team Lead

Overview

The L3 Team Lead is responsible for providing initial support for a newly established Global Business Center and will ramp up to oversee the daily operations of a team of IT L3 support professionals, providing advanced technical support to our global teams. This role involves front line support for a new office, working with the Manila based team to manage and mentor support staff, coordinate ticketing and helpdesk activities, and support the roll out and adoption of Service Now. The ideal candidate will act as a local escalation point for complex technical issues, ensuring timely resolution and maintaining high service quality standards.

Initial Support for newly established Global Business Center

• Support IT needs as they arise in the ramp up process.
• Support the roll out and adoption of Service Now.
• Partner closely with the US-based IT leadership team.
• Participate in recruiting and hiring L3 staff in Manila.

Supervise and mentor a team of IT L3 support staff, including workload distribution and productivity, performance evaluations, training, and development.

• Delegate tasks to team members and ensure proper workload distribution.
• Conduct regular team meetings to discuss goals, performance, and upcoming projects.

L3 IT Ticket Support Management

• Manage and prioritize incoming support requests triaged by the helpdesk ticketing system requiring advanced L3 support.
• Ensure that all ticket requests are handled in a timely and professional manner.
• Establish and track key performance indicators (KPIs) to measure support effectiveness.
• Ensure proper documentation of all support activities.

Technical Support

• Provide hands-on technical support for escalated issues that the L3 support team cannot resolve.
• Troubleshoot hardware, software, and network issues.
• Install and configure hardware and software systems as needed.
• Assist in the setup and support of IT equipment such as computers, printers, mobile devices, and networking tools.

Process Improvement

• Develop and implement best practices for Offshore IT L3 Team processes to enhance productivity and efficiency.
• Propose and implement improvements to the support workflow.
• Monitor and review system alerts and logs, taking proactive measures to avoid service interruptions.
• Work closely with onshore IT resources to ensure alignment of strategies and operations.
• Assist in IT projects, including upgrades, migrations, and system implementations.

Customer Service

• Ensure a high level of customer service by responding to user requests and complaints promptly.
• Train users on common troubleshooting techniques and proper use of systems.
• Maintain positive relationships with internal stakeholders and end-users.

Supervisory Responsibilities

• Assures the completion of supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support or helpdesk management supporting onshore resources in the US.
• Prior experience in US-based healthcare companies preferred.
• Proven leadership experience in supervising a team.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong technical knowledge of hardware, software, and networking systems.
• Familiarity with IT service management (ITSM) tools and helpdesk ticketing systems. ServiceNow experience preferred.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities, especially in a cross-cultural, remote support environment.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and priorities under pressure.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.

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