Service Desk Team Lead

2 days ago

Manila, National Capital Region, Philippines Peoplegig Full time

Role Brief

The Technical Support Lead will be responsible for building, managing, and scaling CareVision's offshore technical support function. This role oversees both Tier 1 and Tier 2 teams, establishes process discipline, drives SLA performance, and serves as the primary escalation point for complex technical issues. The Lead must bring strong technical acumen, clear communication skills, and a deep understanding of Australian work culture, ensuring a high-quality support experience for internal and external users. Key Role Deliverables Lead and oversee Tier 1 and Tier 2 support operations. Design and establish the support team structure, workflows, and performance processes. Monitor and drive support metrics, SLA performance, and service quality. Provide hands-on technical guidance, particularly in PHP debugging and browser DevTools. Act as the key liaison with Australian stakeholders and clients, ensuring smooth communication. Train, mentor, and onboard new support team members as the function grows. Manage multi-channel support operations across email, phone, live chat, and support desk. Provide regular reporting and updates to Andrew and Irene.The Technical Support Lead will be responsible for building, managing, and scaling CareVision's offshore technical support function. This role oversees both Tier 1 and Tier 2 teams, establishes process discipline, drives SLA performance, and serves as the primary escalation point for complex technical issues. The Lead must bring strong technical acumen, clear communication skills, and a deep understanding of Australian work culture, ensuring a high-quality support experience for internal and external users.

Key Role Deliverables

  • Lead and oversee Tier 1 and Tier 2 support operations.
  • Design and establish the support team structure, workflows, and performance processes.
  • Monitor and drive support metrics, SLA performance, and service quality.
  • Provide hands-on technical guidance, particularly in PHP debugging and browser DevTools.
  • Act as the key liaison with Australian stakeholders and clients, ensuring smooth communication.
  • Train, mentor, and onboard new support team members as the function grows.
  • Manage multi-channel support operations across email, phone, live chat, and support desk.
  • Provide regular reporting and updates to Andrew and Irene.

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