Technical Team Lead

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines SupportZebra Full time

Job Summary

The Technician Team Lead will oversee a team of technical support technicians in a BPO environment, ensuring smooth IT operations, prompt issue resolution, and adherence to service level agreements (SLAs). The role requires leadership, technical expertise, and strong problem-solving skills to maintain operational efficiency and support business continuity.

Key Responsibilities:

Team Leadership & Management

  • Lead, mentor, and supervise a team of IT technicians.
  • Assign tasks, monitor performance, and conduct regular team meetings.
  • Provide guidance on troubleshooting, escalation, and resolution processes.
  • Support team development through coaching, training, and performance feedback.

Technical Support & Operations

  • Ensure timely resolution of hardware, software, network, and peripheral issues.
  • Oversee installation, maintenance, and upgrades of IT equipment.
  • Maintain IT inventory and ensure compliance with company standards.
  • Monitor system performance, identify recurring issues, and implement preventive measures.
  • Serve as the escalation point for complex technical problems.

Process & Documentation

  • Develop, review, and enforce standard operating procedures (SOPs) for technical support.
  • Maintain accurate records of technical issues, resolutions, and service requests.
  • Prepare reports on team performance, incidents, and system health.

Collaboration & Compliance

  • Work closely with Operations, HR, and other departments to ensure seamless IT support.
  • Ensure adherence to IT policies, security protocols, and compliance requirements.
  • Participate in audits, risk assessments, and system improvements.

Required Qualifications & Skills:

  • Diploma or Bachelor's degree in IT, Computer Science, or related field.
  • Minimum 3–5 years of experience in IT support within a BPO or corporate environment.
  • Prior experience in a team lead or supervisory role is preferred.
  • Strong knowledge of computer hardware, software, networking, and telecommunications.
  • Excellent problem-solving and troubleshooting skills.
  • Good communication, leadership, and interpersonal skills.
  • Ability to work under pressure and manage multiple tasks simultaneously.

Preferred Skills:

  • Certifications such as ITIL, CompTIA A+/Network+, or Microsoft Certified Professional.
  • Experience with IT asset management and ticketing systems (e.g., ServiceNow, Jira).
  • Knowledge of VOIP systems, desktop virtualization, and cloud technologies.

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