IT Support Team Lead

Job Summary

The IT Team Lead is responsible in providing hands-on technical leadership for a service desk team, coordinating daily support activities while resolving complex technical issues across end-user devices, systems, networks, and security environments. The role serves as a key escalation point, mentors and guides technicians, monitors service performance, and supports IT operations, security remediation, documentation, and technical improvement initiatives.

Job Description

• Assign and prioritize tickets, manage the daily service desk queue, and ensure issues are resolved within established SLAs.
• Prepare shift schedules and coverage plans for service desk staff and technicians.
• Monitor daily ticket volumes, backlogs, recurring issues, and service performance, and report significant concerns to the IT Manager.
• Serve as the first escalation point for technical issues raised by the service desk.
• Resolve complex L2/L3 technical issues involving end-user devices, systems, applications, and network connectivity.
• Perform device provisioning, user onboarding and offboarding, and account setup in accordance with approved procedures.
• Respond to monitoring alerts and troubleshoot technical issues following established escalation processes.
• Coordinate with vendors and third-party support technicians to resolve hardware and software issues.
• Mentor and guide technicians on troubleshooting, tools, procedures, and technical best practices.
• Review resolved tickets and provide feedback to technicians to improve service quality and documentation.
• Provide input to the IT Manager regarding technician performance, training requirements, and development needs.
• Support consistent adherence to service desk procedures and operational standards.
• Apply patches and updates to endpoints and servers according to established schedules.
• Perform assigned remediation activities related to vulnerabilities and security audits.
• Support security incident response by performing technical containment activities, including endpoint isolation and resetting compromised accounts.
• Follow operational IT security policies and report identified gaps or risks to the IT Manager.
• Create and maintain knowledge base articles, runbooks, and technical documentation.
• Maintain accurate device and asset records.
• Support IT improvement projects and assigned technical initiatives.
• Set up end-user devices and provide technical support during site launches and go-live activities.

Screening Criteria

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related technical field.
• Minimum of three (3) years of IT support experience, including experience in a senior or lead-level technical support capacity.
• Experience working in a service desk, MSP, multi-client, or multi-site IT support environment.
• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, and related IT environments.
• Experience with ticketing tools such as Jira Service Management, ServiceNow, Freshservice, or similar platforms.
• Experience with endpoint management and patching tools.
• Must have stable employment history.

Required Qualifications

• Has working knowledge in networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and VPNs.
• Experience with network security fundamentals, including firewalls, endpoint security, and access controls.
• Experience coordinating or prioritizing technical support tickets and escalations.
• Proven ability to diagnose and resolve issues beyond standard Level 2 support.
• Proven ability to mentor or guide technical support staff.
• Proven ability to manage competing priorities while maintaining service quality and timely resolution.
• Demonstrates strong troubleshooting skills across end-user devices, systems, applications, and networks.
• Demonstrates strong ownership and problem-solving skills.
• Clear and coherent both written and verbal communication skills in English.

Desired Qualifications

• ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft, or similar certifications preferred.
• Experience working in a BPO, MSP, or 24/7 IT support environment preferred.
• Experience with Microsoft Entra ID and Microsoft 365 administration preferred.
• Experience supporting security remediation and incident response activities preferred.
• Experience participating in IT migrations, deployments, or infrastructure projects preferred.

Other Details

• Onsite Support - Davao
• 25% Night Differential