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IT Operations Team Lead
2 weeks ago
As a seasoned professional in the IT industry, you will be responsible for driving excellence in outsourced IT support operations at Drake International Philippines.
The ideal candidate will thrive on promoting process improvements, standardization, and effective communication while conducting direct observation and analysis of Level 1 Help Desk operations.
The primary goal is to document current workflows, troubleshooting steps, and best practices to enhance learning and retention.
You will develop interactive training sessions, guides, and video tutorials to improve knowledge sharing among team members.
To ensure efficiency and service quality, you will identify gaps in support workflows and recommend enhancements.
This role requires a strong background in technical documentation and/or help desk support with at least 5 years of experience in the IT industry.
A minimum of 3 years of experience in training and coaching outsourced IT support teams is also essential.
Must be proficient with IT helpdesk operations, ITSM frameworks, and best practices.
Familiarity with help desk ticketing systems such as ServiceNow, Zendesk, or Freshdesk is a must.
