Technical Support Team Lead

2 weeks ago

Taguig, National Capital Region, Philippines Fujitsu Full time
Job Summary:

Fujitsu is seeking a seasoned Technical Support Team Lead to oversee the delivery of exceptional incident management services. As a key member of our team, you will be responsible for leading, motivating, and developing a high-performing team of service desk staff. Your expertise in ITIL framework and technical support will enable you to drive process improvements, ensure seamless customer experiences, and foster a positive work environment.

About the Role:

We are looking for an experienced professional with strong leadership, coaching, and mentoring skills to lead our service desk team. You will be responsible for:
  • Implementing performance management processes, including regular feedback, performance reviews, and development planning for each team member.
  • Identifying training needs and providing opportunities for professional development.
  • Monitoring team performance against KPIs and identifying areas for improvement.
  • Ensuring the team delivers incident management services to agreed service levels (SLAs).

Requirements:

To be successful in this role, you will need to have:
  • At least 5 years' experience in technical and helpdesk support gained from ICT, BPO/Call Center, or Shared Services environments.
  • A strong understanding of ITIL framework (preferably v3 or v4) and incident management processes.
  • Excellent communication and interpersonal skills, both written and verbal.

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