Technical Support Operations Supervisor

2 days ago

Ayala Alabang, National Capital Region, Philippines VG SUPPLY CHAIN, INC. Full time $70,000 - $120,000 per year

Team Leadership

  • Supervise and guide the IT technical support team, ensuring tasks are completed efficiently and effectively.

  • Conduct regular team meetings to review performance and address challenges.

Technical Support Management

  • Oversee the resolution of technical issues related to hardware, software, and network systems.

  • Ensure service tickets are prioritized and resolved within defined SLAs (Service Level Agreements).

Operational Oversight

  • Monitor daily IT operations, ensuring all systems and equipment function optimally.

  • Maintain and improve IT support workflows and processes for better efficiency.

Documentation and Reporting

  • Maintain accurate records of IT incidents, resolutions, and team activities.

  • Prepare regular reports on team performance and operational metrics.

User Support and Training

  • Address escalated user concerns and provide advanced troubleshooting support.

  • Organize and facilitate training sessions to improve end-user knowledge and efficiency.

System Maintenance and Upgrades

  • Coordinate system updates, maintenance schedules, and hardware/software upgrades.

  • Ensure the security and stability of IT infrastructure during changes or deployments.

Vendor and Asset Management

  • Manage relationships with vendors and service providers, ensuring timely delivery of services and equipment.

  • Track and manage IT assets, ensuring proper inventory and lifecycle management.

Policy Implementation

  • Enforce IT policies and procedures, ensuring compliance with company and industry standards.

  • Contribute to the development of new IT policies and guidelines.

Budget and Resource Allocation

  • Assist in preparing and managing the IT operations budget.

  • Optimize resource allocation to ensure cost-effective operations.

Continuous Improvement

  • Identify areas for improvement in IT operations and support, implementing changes to enhance efficiency and effectiveness.

Relocation Flexibility

  • Be open to relocating to different office locations or project sites as required by the company.

Other Duties

  • Perform other IT-related tasks as assigned by the IT Manager or IT Director.

Qualification:

  • Bachelor of Science in Information Technology/Computer Science, Engineering or a related field.
  • NC II – Computer Hardware and Servicing
  • Minimum of 3 years of Experience in IT Technical Support hardware and Software
  • Strong knowledge of hardware, software, and network troubleshooting.
  • Has a intermediate level in understanding in Active Directory and its policies.
  • Experience with cloud platforms such as Microsoft 365 and Azure as a plus.
  • Strong experience in Endpoint Security.
  • Solid understanding of cybersecurity principles, tools, and best practices.
  • Willing to be assigned at Cupang, Muntinlupa

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