IT Support Team Lead

2 weeks ago

Ayala Alabang, National Capital Region, Philippines REST Solution Full time ₱300,000 - ₱600,000 per year

Roles and responsibilities includes, but not limited to:

Supervision and Leadership:

  • Provide guidance, mentorship, and supervision to Tier 1 support team.
  • Coordinate the daily activities of the Tier 1 team, including assigning tasks, managing workload, and ensuring adequate coverage.
  • Conduct regular team meetings to communicate updates, address issues, and foster a collaborative team environment.

Technical Support & Customer Service:

  • Assist the Tier 1 support team with complex technical issues, escalations, and troubleshooting.
  • Serve as a backup of the Tier 1 team during special cases or when tickets and workloads are spiking up
  • Serve as the first escalation point of the Tier 1 team members for unique cases or new support requirements, delayed response or resolution from other support teams, attending to dissatisfied customers and other scenarios that call for escalation.

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