Information Technology Support Team Lead
The IT Support Lead is responsible for providing operational leadership and technical expertise to the IT support team. This role involves resolving complex technical issues, coordinating day-to-day support activities, and ensuring the smooth operation of IT systems. The successful candidate will collaborate with global teams and third-party vendors to deliver high-quality IT services. This is a hands-on role that requires strong technical skills, excellent problem-solving abilities, and the ability to work effectively in a fast-paced, international environment.
General Duties and Expectations:
IT Support & Service Management:
- Act as the primary point of contact for escalated technical issues, ensuring timely and effective resolution.
- Coordinate and prioritize support tasks to meet service level agreements (SLAs).
- Oversee the deployment, maintenance, and troubleshooting of end-user devices (desktops, laptops, mobile devices).
- Manage software installations, updates, and licenses.
- Provide technical guidance and mentorship to junior support staff.
- Collaborate with global teams to ensure consistent service delivery across regions.
- Liaise with third-party vendors to resolve issues, manage service contracts, and ensure the quality of delivered IT services.
IT Security:
- Assist in the implementation of cybersecurity policies and procedures.
- Monitor and respond to security incidents under the guidance of management.
- Educate end-users on cybersecurity best practices.
- Support compliance efforts with relevant data privacy regulations (e.g., GDPR, CCPA).
- Work with global teams and third-party security providers to ensure a unified security posture across the organization.
- Assist in the administration of various SaaS solutions like Google Workspace and cloud platforms.
- Monitor system/application performance and proactively identify and resolve issues.
- Support IT infrastructure upgrades and expansions as needed.
- Collaborate with global teams to ensure the alignment of IT infrastructure with organizational goals.
- Coordinate with third-party providers for the maintenance and optimization of IT systems.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in IT management, with a strong focus on support and security.
- Strong technical expertise in network administration, systems administration, and cybersecurity.
- In-d IT security best practices and relevant in depth knowledge of industry standards (e.g., SOC, ISO 27001, NIST Cybersecurity Framework).
- Experience with cloud computing platforms (e.g., AWS, Azure, GCP).
- Proven experience working with global teams and third-party vendors.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to lead and mentor others in a fast-paced environment.
- Strong customer service orientation.
- High level of discretion and confidentiality.
- Must be able to work on-site a few days per week in on Makati, PH office. Must be able to work mid-shift
The IT Support Lead is responsible for providing operational leadership and technical expertise to the IT support team. This role involves resolving complex technical issues, coordinating day-to-day support activities, and ensuring the smooth operation of IT systems. The successful candidate will collaborate with global teams and third-party vendors to deliver high-quality IT services. This is a hands-on role that requires strong technical skills, excellent problem-solving abilities, and the ability to work effectively in a fast-paced, international environment.
General Duties and Expectations:
IT Support & Service Management:
- Act as the primary point of contact for escalated technical issues, ensuring timely and effective resolution.
- Coordinate and prioritize support tasks to meet service level agreements (SLAs).
- Oversee the deployment, maintenance, and troubleshooting of end-user devices (desktops, laptops, mobile devices).
- Manage software installations, updates, and licenses.
- Provide technical guidance and mentorship to junior support staff.
- Collaborate with global teams to ensure consistent service delivery across regions.
- Liaise with third-party vendors to resolve issues, manage service contracts, and ensure the quality of delivered IT services.
IT Security:
- Assist in the implementation of cybersecurity policies and procedures.
- Monitor and respond to security incidents under the guidance of management.
- Educate end-users on cybersecurity best practices.
- Support compliance efforts with relevant data privacy regulations (e.g., GDPR, CCPA).
- Work with global teams and third-party security providers to ensure a unified security posture across the organization.
- Assist in the administration of various SaaS solutions like Google Workspace and cloud platforms.
- Monitor system/application performance and proactively identify and resolve issues.
- Support IT infrastructure upgrades and expansions as needed.
- Collaborate with global teams to ensure the alignment of IT infrastructure with organizational goals.
- Coordinate with third-party providers for the maintenance and optimization of IT systems.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in IT management, with a strong focus on support and security.
- Strong technical expertise in network administration, systems administration, and cybersecurity.
- In-d IT security best practices and relevant in depth knowledge of industry standards (e.g., SOC, ISO 27001, NIST Cybersecurity Framework).
- Experience with cloud computing platforms (e.g., AWS, Azure, GCP).
- Proven experience working with global teams and third-party vendors.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to lead and mentor others in a fast-paced environment.
- Strong customer service orientation.
- High level of discretion and confidentiality.
- Must be able to work on-site a few days per week in on Makati, PH office. Must be able to work mid-shift