IT Senior Support Team Lead

4 days ago

Ayala Alabang, National Capital Region, Philippines Yitro Global Full time ₱1,500,000 - ₱2,500,000 per year

Summary:

We are seeking an experienced IT Senior Support Team Lead to manage a team of L3 IT support professionals. This role focuses on overseeing daily support operations, ensuring timely resolution of complex technical issues, and delivering excellent customer service. The ideal candidate will have strong leadership skills, technical expertise, and experience working in global, cross-functional environments.

Key Responsibilities:

  • Lead, mentor, and manage L3 IT support team operations.
  • Oversee ticket management via ITSM tools (ServiceNow preferred).
  • Provide hands-on support for escalated technical issues.
  • Drive process improvements to enhance team productivity.
  • Collaborate with global IT teams and third-party vendors.
  • Ensure exceptional customer service and stakeholder satisfaction.
  • Handle performance management, training, and team development.

Requirements:

  • Bachelor's degree in IT or related field (or equivalent experience).
  • 5–7 years of IT support experience, including leadership roles.
  • Proficiency in ITSM tools; ServiceNow experience preferred.
  • Background in supporting US-based clients, healthcare industry a plus.
  • Strong technical, communication, and problem-solving skills.
  • IT certifications (ITIL, CompTIA A+, MCP) are a plus.

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