Support Services Team Lead

2 days ago

Manila, National Capital Region, Philippines Harris Computer Full time $70,000 - $120,000 per year

SmartWorks, a division of Harris Utilities, has been serving the utility industry in North America and the Caribbean for 40+ years. Our mission is to unlock the value of the Smart Grid by delivering innovative software and exceptional service to utility companies and their customers.

We're looking for a Support Services Team Lead with strong technical and leadership experience to guide our support team, ensure top-notch client service, and drive operational excellence.

What You'll Do

  • Lead and inspire a support team to deliver excellent customer experiences

  • Manage escalations, monitor performance, and foster a culture of collaboration

  • Oversee customer support tickets, ensuring timely resolution and clear communication

  • Administer and optimize Salesforce, including training, reporting, and automation

  • Collaborate across departments to resolve complex challenges and improve processes

What We're Looking For

  • 8+ years of production environment experience

  • 5+ years of SQL and team leadership

  • Strong background in Linux, networking, firewalls/VPNs, and relational databases (Oracle/PostgreSQL)

  • Cloud systems experience (networking, storage)

  • Excellent communication, problem-solving, and leadership skills

Nice-to-Haves

  • Salesforce administration experience

  • Knowledge of Java, JSP, or jQuery

  • Utility industry or Smart Grid experience

  • ITSM/ITIL knowledge

Why Join Us?

  • Fully remote role (Philippines)

  • Competitive benefits: 30 days leave, insurance, lifestyle rewards & more

  • Work with a passionate, global team making an impact in the utility industry

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