IT Support Supervisor

MedGrocer's digitally-enabled medicine programs, telehealth services, and corporate clinic medical staff work with hundreds of employers and pharma companies to improve the physical and mental health of over one million Filipinos every year.

The IT Support Supervisor leads the daily operations of the IT hardware team, driving technical execution and ensuring system uptime. This role is crucial for providing hands-on technical guidance and managing the internal support systems that allow our clinicians and staff to serve patients without interruption.

Key Responsibilities

• Assign and prioritize work, coach technicians, run regular check-ins, and take part in hiring, onboarding, and performance reviews.
• Own the ticket queue from intake to closure. Set escalation rules and step in on complex or high-impact issues.
• Track SLAs, first-contact resolution, time to resolve, and user satisfaction. Report results monthly and act on trends.
• Spot recurring issues, find the cause, and prevent repeat tickets.
• Write and maintain SOPs, troubleshooting guides, and self-help articles.
• Oversee laptop and peripheral deployment, setup, repair, inventory, and retirement.
• Monitor and maintain the local network, Wi-Fi, printers, and meeting-room equipment.
• Handle onboarding and offboarding, Google Workspace accounts, and access requests, following least-privilege rules.
• Make sure devices are updated, backed up, and secured in line with company policy and the Data Privacy Act of 2012.
• Coordinate with service providers on procurement, repairs, and escalated issues
  
  

Perks And Benefits

• Performance Incentives & Career Progression: Recognition through clear pathways for advancement, promotion opportunities, and performance-based bonuses.
• Growth & Impact: A clear path for professional development and the opportunity to make a tangible impact on patient health.
• Cross-Functional Learning: Opportunities to collaborate across different teams, expanding your skill set and broadening your understanding of the business.
• Health & Wellness Coverage: HMO benefits to ensure your peace of mind, paired with free medical consultations and unlimited essential medicines.
• Paid Time Off: Paid leaves to rest, recharge, and attend to personal priorities.
  
  

Application Process

Our application process typically takes one to three weeks, depending on your availability and progress:

Step 1: Submit your application form and complete the online assessment within seven days. Results are shared in one to three business days.

Step 2: Qualified candidates attend a full-day onsite evaluation. Progression depends on performance at each stage. HR will notify you if your evaluation concludes early. Please arrive at the venue between 8:00 AM and 9:00 AM. The detailed schedule is as follows:

Initial Assessment

• 8:00 AM - 10:00 AM: Onsite Assessment
  
  

Supplementary Assessment (as needed)

• 10:00 AM – 12:00 PM: HR Panel Interview
• 12:00 PM – 1:00 PM: Lunch Break
• 1:00 PM – 4:00 PM: One-on-One Interviews
• 4:00 PM – 5:30 PM: CEO Forum
  
  

Step 3: Final review and background checks occur within three business days. Additional interviews may be requested.

Step 4: Receive final results within five to seven business days.

Minimum Qualifications

• 3+ years in IT support or helpdesk, including at least 1–2 years leading or supervising a team (formal or acting lead).
• Bachelor's degree in IT, Computer Science, or a related field, or equivalent work experience.
• Hands-on skill in hardware troubleshooting, basic networking (LAN/Wi-Fi, DHCP/DNS), and Google Workspace administration.
• Experience running a ticketing system (e.g., Jira Service Management, Freshservice, ManageEngine, ServiceNow) and working to SLAs.
• Clear written and spoken English and Filipino; able to explain technical issues to non-technical staff.
• ITIL 4 Foundation certification or working knowledge of ITIL practices is a preference
• Willing to work 100% onsite in Makati City.