Job Description
We are seeking an experienced and proactive IT Support Supervisor to lead our growing technical support team. In this vital role, you will oversee day-to-day IT operations, ensuring efficient resolution of incidents, managing escalations, and driving continuous improvement in service delivery. You will be the bridge between our internal users and the broader IT department, fostering a culture of excellence and responsiveness.
Based in vibrant Makati City, you will manage a team of IT support specialists, monitor performance metrics, and implement best practices to maintain high availability and user satisfaction. If you have a strong background in IT infrastructure, a passion for mentoring, and a track record of optimizing support workflows, we want to hear from you.
Responsibilities
- Supervise and mentor the IT support team, assigning tasks and monitoring performance to meet service level agreements (SLAs).
- Manage the incident and request lifecycle, ensuring timely resolution and escalation of complex issues.
- Develop and maintain IT support documentation, knowledge bases, and standard operating procedures.
- Coordinate with other IT teams to implement system upgrades, patches, and new technologies.
- Conduct regular team meetings and one-on-one coaching sessions to foster professional growth.
- Analyze support trends and metrics to identify areas for improvement and recommend proactive solutions.
- Oversee inventory of IT assets, including hardware, software licenses, and peripherals.
- Ensure compliance with security policies and participate in disaster recovery drills.
Qualifications
- At least 3–5 years of experience in IT support, with 1–2 years in a supervisory or team lead role.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Strong knowledge of Windows and macOS environments, Active Directory, Office 365, and common enterprise applications.
- Experience with IT service management (ITSM) tools such as ServiceNow, Jira, or Freshservice.
- Excellent problem-solving, communication, and interpersonal skills.
- Proven ability to manage multiple priorities and work under pressure.
- Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft 365 Fundamentals) are highly preferred.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.