Technical Support Lead

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeLeader Full time ₱800,000 - ₱1,200,000

Lead a team of engineers and act as the bridge between users, teams, and operation management.

  • Handle tickets, incidents, and service requests.
  • Ensure consistent SLAs and KPIs across support operations.
  • Provide hands-on support to resolve escalated issues and guide team members.
  • Monitor team performance and productivity; conduct coaching and reviews.
  • Collaborate with other teams for proper escalation and resolution processes.
  • Maintain knowledge base articles and standard operating procedures.
  • Contribute to shift planning, resource scheduling, and on-call rotations.
  • Help improve support processes, tools, and documentation for continuous service improvement.

Required Skills and Qualifications:

  • Minimum 23 years in IT support, including at least 1 year in a lead or supervisory role.
  • Strong technical understanding of common enterprise systems (Windows/Linux, networking, user support).
  • Familiarity with ITIL practices (Incident, Request, Escalation management).
  • Experience with ticketing tools (Connectwise Manage/PSA appreciated).
  • Excellent communication, leadership, and team coordination skills.
  • Ability to prioritize and manage time effectively in a fast-paced environment.
  • Analytical mindset with a focus on service quality and operational excellence.
Main Responsibilities
  • Leading a Team
  • Ticket Management
  • SLA and KPI Management
  • Cross-Functional Collaboration
Qualifications & Requirements
  • Years of Experience
  • Technical Expertise
  • Soft Skills

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