Team Lead – IT Support
Posted 26 days ago
You'll complete your application on First Advantage's career site.
About the Role
We are hiring a senior-level IT Support Team Lead based in the Philippines. This position is essential for maintaining professional, efficient, and constantly evolving global IT support operations. You will manage daily support team activities, guarantee high service standards, and ensure strict compliance with service level agreements. Serving as the main contact for onsite IT requirements throughout the APAC region, you will be instrumental in sustaining operational stability. Your duties include mentoring staff, cultivating a focus on the customer, and overseeing intricate IT infrastructure. By collaborating with international teams, you will synchronize support, address urgent technical problems, and execute strategic service enhancements. This role allows you to significantly influence the organizational technology landscape by improving workflows, updating support policies, and verifying that systems and hardware support global business needs.
Requirements
- You need a minimum of two years in a systems administration or IT operations team lead capacity within a Windows infrastructure.
- Solid familiarity with ITIL frameworks is required, and holding an ITIL V4 certification is a plus.
- Technical expertise must cover systems architecture, integration, Cisco VoIP, and Microsoft Office/Outlook in an Exchange setup.
- Proven proficiency in TCP/IP networking—specifically DNS, DHCP, and SMTP—along with PowerShell scripting for automating runbooks is mandatory.
- You must have experience assisting off-site users and managing Wi-Fi-connected hardware, along with foundational knowledge of terminal servers, Citrix, network printing, and thin clients.
- You should demonstrate exceptional verbal and written communication skills, with the ability to convey complex technical details to non-technical audiences while working effectively in a high-speed, global environment.
Responsibilities
- You will oversee all onsite IT support tasks for the APAC territory, including directing technical operations and liaising with international partners.
- Your daily workload includes organizing shift schedules, logging request volumes, tracking SLA adherence, and managing goals for issue resolution.
- You are tasked with resolving escalated matters, taking remedial steps when necessary, and providing recurring reports on incident patterns and customer satisfaction scores.
- You will participate in personnel growth by interviewing candidates, pinpointing technical deficiencies, organizing professional development, and refining operational methods.
- You will handle third-party vendor relationships, revise standard operating procedures, and offer insights on new hardware or software to keep the technical ecosystem efficient.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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