Technical Support Team Lead

1 month ago


Quezon City, National Capital Region, Philippines Cobden & Carter International Full time

We are seeking a highly skilled Technical Support Team Lead to oversee our support operation, ensuring personalized, customer-centered development plans while enhancing subject matter expertise and client relations post-project.

As an Incident Management Expert, you will be responsible for maintaining high client satisfaction in incident and service management, monitoring SLAs, and managing ticket processes. The ideal candidate will act as an incident manager to assess and improve operational effectiveness, provide coaching and mentoring to Service Desk Engineers (SDE), and ensure skillset development is achieved.

Responsibilities
  • Supervise service desk engineers, ensuring they stay updated on technology trends and meet KPIs.
  • Address customer satisfaction issues and maintain client communication, including updates on support goals.
  • Manage client inquiries and escalations to ensure satisfaction.
  • Collaborate with engineers to resolve client needs and handle ticket escalations.
  • Conduct Root Cause Analysis (RCA) and prepare incident reports for clients.
  • Monitor SLA performance and maintain relationships with partners.
  • Uphold a clean working environment and adhere to company policies, approving leaves as needed.
  • Review tickets and service requests to ensure timely completion.
Requirements
  • Graduate of any 4-year course, preferably in IT or in business-related field
  • At least 4 years of experience in the same role
  • Experience in Netsuite customization, scripting, and report generation
  • Proficiency in incident management systems and familiarity with IT support processes
  • Experience in supervising teams and ensuring performance metrics are met
  • Strong verbal and written communication abilities for client interactions and documentation
Work Arrangement

We offer a hybrid work arrangement, with 4 days onsite and 1 day working from home. Our office is located in Quezon City, Metro Manila, Philippines. The working hours are from Monday to Friday, 9:00 AM to 6:00 PM.

The estimated salary for this position is PHP 120,000 per month, depending on qualifications and experience.



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