Technical Lead

Do you thrive in leading and mentoring staff, maintaining operational excellence and customer satisfaction across the after-hours support window? If yes, we want to hear from you

TECHNO-CODED PERKS – Enjoy these Benefits

• Comprehensive day 1 HMO including 10K medical reimbursement
• Additional HMO coverage for your dependent + dental coverage
• Free lunch meals, plus Monday breakfasts and Friday treats
• Psychiatric sessions included under your healthcare plan
• 24 Paid Time-Offs (with Annual leave conversion)
• Continuous career development & certifications
• Comprehensive life insurance coverage
• Travel & training opportunities overseas
• Annual appraisal based on merits
• Regular engaging company events
• Regular awards and recognitions
• Free annual Flu vaccinations
• Employee referral programs
• Accessible office sites – BGC, Eastwood and Alabang

About the RoleAs the After-Hours Help Desk Lead, you will manage our overnight/weekend support desk—leading and mentoring staff, ensuring ticket SLAs are met, resolving escalations, and communicating key issues to IT leadership.

You'll champion smooth, reliable service delivery outside standard hours while driving continuous improvement in processes, reporting, and support quality.

About Your Daily Tasks

• Team Supervision: Supervise and coordinate help desk staff during after-hours shifts (evening, night, weekends), ensuring timely response and resolution of tickets via phone, email, or chat.
• Escalation Management: Act as escalation point for Tier 1/Tier 2 issues, troubleshoot complex incidents, and escalate appropriately to higher-level teams.
• Performance Monitoring: Monitor performance metrics (First Call Resolution, SLA adherence, time-to-response/resolution, ticket volume) and drive continuous process improvements.
• Quality Assurance: Review ticket documentation, call recordings, and knowledgebase entries to uphold support consistency.
• Coaching & Development: Mentor and coach team members—provide technical guidance, support career development, and maintain staffing levels per shift.
• Shift Communication: Communicate shift performance, major incidents, and service issues to IT leadership in real time. Draft routine reports summarizing KPIs and incidents.
• Process & Documentation: Update and maintain Standard Operating Procedures for after-hours processes; refine incident escalation flow and team workflows.
• Incident Response: Participate in incident management and major disruption coordination when high-impact events occur.

About You and Your Experience

• 7+ years in a managed service or help desk environment in after-hours or shift leadership roles.
• Proven technical support background (Tier 1 / Tier 2) with hands-on troubleshooting of desktop hardware, OS, network, email, common applications.
• Familiarity with Microsoft Windows (Windows 10/11/Server), macOS, Active Directory / Entra ID, VPN, ticketing systems (Jira, etc.).
• Certifications such as ITIL Foundation, CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator or equivalent.
• Experience implementing SOPs and KB maintenance to standardize support workflows.
• Basic knowledge of cloud platforms (Azure, Microsoft 365), remote support tools, and ticketing platform admin.
• Demonstrated leadership/mentorship skills, with ability to maintain team morale and performance in non-business hours.
• Strong written and verbal communication skills; capable of crafting shift summaries, incident reports, and documentation.

TECHNO GLOBAL TEAM: #WeAreTGT

Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Alabang, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.

Experience a great career with great rewards in our vibrant offices located in BGC, Eastwood, Alabang, and Cebu. Apply now