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Global IT Support Specialist

2 weeks ago

Taguig, National Capital Region, Philippines IT by Design Philippines Inc. Full time

Job Description:

As a Technical Team Lead, you will play a critical role in leading a team of Managed Service Support System Engineers, ensuring the delivery of first-class IT support services to clients. You will be responsible for overseeing the day-to-day operations, ensuring timely and high-quality support across all Managed Services.

Key Responsibilities:

  • Lead and manage a team of 10+ System Administrators and Engineers (L1, L2, L3), ensuring even distribution of workload.
  • Conduct monthly one-on-one meetings and quarterly performance reviews to evaluate and enhance team performance.
  • Monitor team attendance and address any issues proactively to maintain team effectiveness.

Client Satisfaction:

  • Liaise with clients to understand post-sales requirements and ensure service delivery aligns with client expectations.
  • Manage customer issues directly, including handling calls, managing tickets, and escalations when necessary.
  • Provide regular updates and input during service reviews, ensuring client satisfaction and SLA compliance.

Operational Excellence:

  • Oversee day-to-day service delivery operations, ensuring timely and high-quality support across all Managed Services.
  • Collaborate with Service Improvement analysts to maintain 'business as usual' operations and support continuous improvement initiatives.
  • Maintain and support Test Labs, enabling team members to enhance technical competencies through continuous learning.

Requirements:

  • Minimum 8 years in customer service/Managed Services roles, including 4 years in MSP environments and 2 years in leadership roles.
  • Expertise in troubleshooting and hands-on experience with Desktop, Servers, Networking, AD, O365, and VMware.
  • Proficiency with MSP tools like ConnectWise, Kaseya, or Datto and technologies such as Wintel, VMware, Office 365, Azure/AWS, and Active Directory.