Technical Support Team Leader

1 day ago

Pasig, National Capital Region, Philippines beBeeSupport Full time ₱50,000 - ₱70,000
Job Overview

We are seeking a highly skilled and experienced leader to oversee employee support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

Key Responsibilities:
  • Lead a team of technical specialists, providing guidance, coaching, and mentoring to enhance their skills and performance.
  • Collaborate with the Service Delivery team to ensure a cohesive and efficient support experience for employees.
  • Act as the primary point of escalation for complex support issues, resolving them promptly and professionally.
  • Develop and report on key performance indicators to both the support team and senior management, highlighting areas for improvement.
  • Build strong relationships with our employees, providing personalized and empathetic support to meet their needs.
  • Stay up-to-date with industry developments, applying this knowledge to enhance support processes and procedures.
  • Manage the support schedule, staffing levels, and workload distribution to ensure optimal coverage.
  • Oversee all local IT support operations, ensuring that SLAs are met and our internal users receive an exceptional user experience.
  • Collaborate with global IT support teams to ensure consistent implementation and measurement of global IT policies and standards.
  • Ensure that all IT assets in the local office are properly managed and maintained.
  • Proactively manage relationships with suppliers and partners to maintain service level agreements and contracts.
  • Ensure compliance with relevant regulations and legislation related to workplace services, health and safety, and environmental management.

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