End User IT Field Support Team Lead

3 days ago

Makati City, National Capital Region, Philippines Indra Philippines, Inc. Full time ₱1,500,000 - ₱3,000,000 per year

Responsibilities:

  • Oversee the delivery of IT services to end-user/clients.
  • Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to the business needs.
  • Review processes & procedures for enhancement to ensure consistently high service performance.
  • Monitors service performance in the Service Management and evaluate customer feedback to develop improvement processes.
  • Has general oversight over the group and holds all team member accountable for carrying out the required processes and tasks.
  • Manages client concern/complaints.
  • Performs incident/service management.
  • Provides summary reports of all logged and tagged calls and tickets.
  • Ensures compliance to service levels and monitor monthly performance.
  • Ensures quality output of the team in terms of ticket handling and customer service.
  • Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow.
  • Prepare and submit daily ticket status report.
  • Seek opportunities for enhancing the IT Desktop Support services through collaboration with peer Team Leaders, IT colleagues and other stakeholders to maximize efficiency/productivity, leverage collective knowledge, and deliver the services required.
  • Ensure that applicable steps and measures are taken to create a safe and healthy work environment.

Qualifications:

  • Bachelor's Degree in any IT related course.
  • Experience in providing Tier II IT support to end users.
  • Experience in diagnosing and troubleshooting basic hardware and software issues on desktops, laptops, mobile, audio-visual and tablets.
  • At least 1 year experience in managing and supervising a team in the delivery of high-quality work outputs and team performance.
  • Must be trained and practicing ITIL framework/principles.
  • Must have experience in ServiceNow or related ticketing systems.
  • Certification in Microsoft, ITIL, Cisco or other related certification would be an advantage.

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