IT Support Lead

1 week ago
Manila, Metro Manila, Philippines ABSI Full-time
We are looking for a Dual-Role IT Support Lead & Apple Product Trainer to facilitate end-user training on Apple products and lead Level 1 (L1) helpdesk operations. In this position, you will split your time between training users on macOS/Apple ecosystems and overseeing daily helpdesk ticketing, SLA compliance, and incident resolution.

Key Responsibilities
• Apple Product Training: Design and deliver engaging training sessions, onboarding modules, product demos, and Windows-to-Mac transition guides for corporate users.
• Training Material Creation: Develop and maintain user guides, presentations, FAQs, and knowledge base articles.
• L1 Helpdesk Leadership: Oversee daily helpdesk operations when training is not scheduled, ensuring tickets are properly categorized, assigned, and resolved within target SLAs.
• Technical Troubleshooting & Escalation: Provide first-level support for macOS, Apple hardware, connectivity (Wi-Fi/VPN), and app issues, while escalating complex cases to L2/L3 teams.
• Device Onboarding: Support Apple device initialization, configuration, and app setups for new employees.
• Reporting & Quality Management: Monitor team SLAs, first-contact resolution rates, and participant feedback to continuously improve helpdesk and training performance. Qualifications
•

Experience:
Experience in Apple technical training/facilitation combined with IT helpdesk lead or supervisory exposure.
• Technical Expertise: Advanced knowledge of MacBooks, macOS, iOS/iPadOS, and corporate IT software configurations.
• Facilitation & Soft

Skills:
Strong presentation, communication, and interpersonal skills to educate users of varying technical abilities.
•

Education:
Degree or diploma in IT, Computer Science, Communications, Education, or equivalent practical experience.
• Mobility: Willingness to work on-site and travel nationwide for scheduled regional training or technical support deployments.

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