Technical Team Lead

Job Summary

The Technical/Team Lead acts as a catalyst for issue resolution by providing real-time support to support professionals and managing the internal knowledge base. They supervise and manage all end-user support specialists and senior support professionals on a daily basis, ensuring that support levels meet client expectations and contractual obligations. Under the direction of the Operations Manager, they drive operational efficiencies, implement systems and processes to achieve client-specified metrics, and provide leadership to the support team.

Job Responsibilities

Operating the Business

• Conduct weekly one-on-ones with direct reports to review individual performance, focusing on project performance, process adherence, and product knowledge.
• Handle supervisorial escalations and manage escalated customer calls to ensure timely issue resolution and customer satisfaction.
• Research and provide solutions to complex queries raised by support professionals.
• Monitor ticket queues to ensure timely handling, assignment, and resolution of all cases.
• Analyze performance data and establish action plans to drive continuous improvement.
• Attend internal QA calibration sessions and participate in weekly client meetings for updates.
• Consolidate and prepare required operational and performance reports.
• Ensure team equipment and tools are fully operational and escalate any technical issues as necessary.
• Provide guidance to L1 and L2 support, communicating with clients and vendors for critical, vague, or aging tickets.
• Create and disseminate team schedules weekly, ensuring appropriate coverage.
• Support the implementation of program initiatives and new processes.

As a Subject Matter Expert (SME)

• Monitor support specialists' calls and tickets, providing real-time support by answering product-related inquiries and guiding resolution procedures.
• Provide timely and accurate updates regarding product changes and system updates to all support professionals.
• Conduct new hire training sessions and ensure successful onboarding of support professionals.
• Facilitate huddles and team discussions to calibrate understanding of product updates and gather feedback on recurring issues.
• Organize and conduct learning sessions aimed at enhancing product knowledge and troubleshooting skills.
• Perform service observations (side-by-side or real-time) and deliver immediate feedback for improvement, focusing on product knowledge (minimum of one evaluation per agent per week).
• Collaborate with the Operations Manager to analyze team performance, identify Areas for Improvement (AFIs), and develop targeted action plans.
• Participate in client meetings and ensure proper cascading of updates and action items to the support team.
• Assist in customer escalations, particularly those involving complex issues without clear solutions.
• Provide technical expertise and support to support professionals on advanced troubleshooting topics.
• Supply QA, Operations/Project Manager, or Service Delivery Manager with technical insights and resources needed to meet operational objectives.
• Ensure escalation protocols are properly followed, that users receive accurate and updated information about ticket statuses, and that correct categories and subcategories are tagged.
• Perform additional administrative tasks as required by the Operations Manager or Service Delivery Manager.

Job Qualifications

Must Have Skills:

Education & Experience

• Bachelor's degree in IT, Computer Science, Business Administration, or equivalent experience
• At least 2–3 years in technical support/service desk/end-user support
• Minimum 1 year in a team lead, supervisor, or SME role

Leadership & Operations

• Proven ability to lead and coach a support team
• Experience handling escalations and client communication
• Ability to manage scheduling, workforce planning, and reporting
• Strong knowledge of SLA/KPI monitoring and adherence

Technical Skills

• Strong grasp of troubleshooting methodologies and ITSM best practices
• Proficiency in using ticketing systems (e.g., ServiceNow, JIRA, other tools are acceptable)
• Proficient in MS Office (Excel, Word, PowerPoint) for reports

Communication

• Strong verbal and written English communication skills
• Effective in leading huddles, facilitating meetings, and providing feedback

Other

• Customer-centric with excellent problem-solving skills
• Flexible with work schedules or shifting priorities as needed

Good to Have Skills:

Certifications

• ITIL Foundations, CompTIA A+, or similar technical certification

Experience

• Prior work experience in BPO, Managed Services, or global support settings
• Exposure to client-facing roles or high-pressure environments

Tools/Systems

• Familiarity with advanced analytics or WFM tools
• Experience using internal knowledge base platforms or document management tools

Soft Skills

• Strong conflict resolution and interpersonal relationship-building skills
• Experience in performance management and coaching sessions

Work Arrangement

Work Set-up:
Hybrid

Work Schedule:
Morning Shift

Work Locations:
Manila (Makati City) or Cebu City (Cebu IT Park)