IT Support Team Lead

7 days ago

Makati City, National Capital Region, Philippines WSA – Wonderful Sound for All Full time ₱900,000 - ₱1,200,000 per year

Driven by the passion to improve quality of people's lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

As an IT Support Team Lead, you will ensure that the 24/7 Service Desk team operates effectively, remains responsive, and is consistently aligned with organizational needs. You will monitor day-to-day IT support activities, ensuring that all Service Desk tickets are resolved promptly, accurately, and within agreed timeframes. A key part of your role will involve tracking team performance, making sure that set goals and KPIs are met or exceeded. Additionally, you will foster a collaborative team environment, promoting strong internal teamwork and seamless cooperation with other departments across the organization.

What you will do

  • Define team goals aligned with organizational strategies, monitor performance to ensure clear understanding of objectives, audit ticket quality, and deliver regular performance reports to IT leadership
  • Lead the team in effectively resolving IT and application issues with minimal disruption, ensuring timely handling of service requests and incidents while maintaining high customer satisfaction
  • Lead major incident resolution and ensure all support processes, procedures, and work instructions are accurately documented and consistently maintained
  • Role model and uphold key management processes—including recruitment, performance management, and safety—while ensuring all related actions within the support team are completed in line with company policies and procedures
  • Act as the primary escalation point while coaching and mentoring the support team, including training new hires and upskilling the team on new support items.

What you bring

Experience

  • Minimum of 2-3 years' experience in a Help Desk Manager or Service Desk leadership role
  • Strong background in IT and Service Desk operations
  • ITIL certification required
  • Proven experience in process improvement and driving change to enhance service delivery
  • Experience working in enterprise environments; global exposure is a plus
  • Able to work remotely with rotating shifts between EMEA and AMER schedule.

Personal competencies

  • Customer service-oriented with a strong focus on people and team development
  • Excellent communication, interpersonal, and presentation skills
  • Collaborative and team-focused approach to work.

Who we are

At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

  • Client Support Team Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines Security Bank Corporation Full time

    About the RoleAs aClient Support Team Lead, you play a vital role in providing seamless aftersales support to clients on all on-boarded business deals of products of Wholesale Banking Segment, through managing the end-to-end escalations/complaints/feedback from our CorBank/VIP clients. You are responsible for providing guidance and support by identifying the...

  • Support Team Lead

    2 weeks ago

    Quezon City, National Capital Region, Philippines Belly Rub Pet Services Full time ₱420,000 - ₱700,000 per year

    Responsible for leading the day-to-day operations of the helpdesk team, ensuring smooth service delivery to clients, and coordinating with other departments to address customer concerns. This role involves monitoring helpdesk activities, supervising field engineers, and managing workflows to ensure that technical issues are resolved promptly and...

  • Team Lead

    2 days ago

    Makati City, National Capital Region, Philippines d7a2bd3d-ee4b-41ce-a621-68c16169bb44 Full time ₱40,000 - ₱60,000 per year

    Open Access BPO is currently looking for Team Lead to lead a dynamic team under Fintech Account.Location: 19/F Robinsons Summit Center, Ayala Ave., MakatiQualifications:A degree or equivalent work experience in management or training in team management is a plusWork experience as a team leader or supervisor in a customer service program is a mustExperience...

  • Team Lead

    2 days ago

    Makati City, National Capital Region, Philippines Payreto Full time ₱1,200,000 - ₱2,400,000 per year

    WHAT WE OFFERCompetitive Salary PackagesProfessional Development OpportunitiesHybrid Work SetupEquipment ProvidedDay 1 HMOLife InsurancePosition OverviewThe Team Lead (PaaS Shared) role is responsible for overseeing day-to-day team activities to ensure alignment with organizational goals and performance standards. This role provides strategic direction,...

  • Customer Support Team Lead

    5 days ago

    Makati City, National Capital Region, Philippines PENBROTHERS Full time ₱1,200,000 - ₱2,400,000 per year

    About PenbrothersPenbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.About the ClientOur client is a design-driven platform helping entrepreneurs build...

  • IT Team Lead

    2 weeks ago

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

    Technical Leadership:-Infrastructure oversight: manage and maintain network system of projects and tempfacil offices.-Cybersecurity: Implement and enforce security protocols such as operating system patches and network access controls.Team management:-Provide mentorship and training support (for IT troops and OJTs)-Collaborations: can work closely with...

  • Team Lead

    2 days ago

    Makati City, National Capital Region, Philippines Private Advertiser Full time

    Key ResponsibilitiesLead, motivate, and support a team of sales representatives to achieve targets.Develop and implement effective sales strategies and action plans.Monitor team performance and provide regular feedback and coaching.Identify new business opportunities and ensure consistent pipeline growth.Collaborate with marketing and operations to optimize...

  • Hcm System Lead

    2 days ago

    Mandaluyong City, National Capital Region, Philippines It Full time ₱1,500,000 - ₱2,500,000 per year

    It is the spirit of Bayanihan that drives us to continue our legacy of excellence and commitment to care. As an organization, we achieve our successes through good, honest, and persevering hard work - TOGETHER. It is in this way in which our company was built; we progressed as the country's leading Pharmaceutical company, not by sheer luck, but by pure...

  • Team Lead

    2 days ago

    Makati City, National Capital Region, Philippines Chevron Holdings Inc. Full time ₱600,000 - ₱1,200,000 per year

    About UsChevron is a leading multinational energy company with operations in over 180 countries. Founded in 1879, Chevron has a rich history of innovation and growth, making significant contributions to the global energy landscape.Chevron markets Caltex fuels, lubricants and other petroleum products in the Philippines. Our network of service stations,...

  • Technical Support Lead

    1 week ago

    Quezon City, National Capital Region, Philippines PCWORX IT Solutions Inc. Full time ₱50,000 - ₱100,000 per year

    Create an inspiring team environment with an open communication cultureSet clear team goalsDelegate tasks and set deadlinesOversee day-to-day operationMonitor team performance and report on metricsMotivate team membersDiscover training needs and provide coachingListen to team members feedback and resolve any issues or conflictsRecognize high performance and...