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Technical Support Team Lead

3 weeks ago

Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

Job Overview

We are seeking a Senior Manager to oversee the Support team in assessing and assigning cases, routing escalations, and resolving low-level single-touch cases.

The ideal candidate will have a leadership background combined with customer service and minor technical expertise, a problem-solving mindset, and the ability to motivate a team to achieve measurable KPIs and learning goals.

Key Responsibilities
  • Ensure the team works toward departmental goals efficiently and effectively
  • Dashboard management for all PODs
  • Assist with scheduling coverage
  • Join all-day huddles with PODs
  • Train on specific clients and groups of engineers across various industries
  • Triage cases
  • Guide team members on PagerDuty usage
  • Contribute to POD Manager escalation numbers
  • Participate in handoff meetings with each shift
  • Manage POD Teams Channels for interdepartmental communications and escalations
  • Work closely with Service Delivery Managers to ensure cases adhere to Thrive standards
  • Provide a weekend summary email to leadership
  • Collaborate with the team to create knowledge base articles for client interaction and handling scenarios
  • Contribute to regular competency reviews for all team members
  • Uphold procedural requirements related to prioritization, communication, documentation, and escalations
  • Follow best practices throughout training and the technical support process
  • Ability to adjust priorities in a fast-paced environment
  • Available to work outside standard hours or as part of an on-call rotation if applicable
Requirements
  • Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
  • 1–3 years of managerial experience; call center or managed services experience preferred
  • Technical subject matter expert on MSP products related to Thrive's service catalog
  • Experience managing complex projects, clients, partners, and organizations
  • ITIL certification and practice preferred
  • Proven experience managing remote resources
  • Strong written and verbal communication skills
Employment Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: IT Services and IT Consulting