Deskripsi Pekerjaan
IT by Design Philippines Inc. is seeking a highly skilled Technical Team Lead to spearhead our Managed Services support team. In this pivotal role, you will be responsible for leading a team of technical experts to deliver exceptional IT services to our valued onshore clients. You will act as the bridge between technical execution and client satisfaction, ensuring high-quality standards are met daily.
We are looking for a leader who can drive performance, mentor junior staff, and implement best practices to ensure seamless service delivery. If you thrive in a fast-paced environment and have a passion for technical excellence and team growth, this is the perfect opportunity for you. Join us to make a significant impact on our client's IT infrastructure and contribute to our success.
Tanggung Jawab
- Lead, mentor, and manage the daily operations of the Managed Services support team to ensure optimal performance.
- Oversee the delivery of high-quality IT services to onshore clients, strictly adhering to Service Level Agreements (SLAs).
- Act as the primary point of contact for technical escalations, serving as the key liaison between the team and onshore stakeholders.
- Develop and implement standard operating procedures (SOPs) to optimize workflow, improve efficiency, and reduce downtime.
- Conduct regular performance reviews and provide constructive feedback to foster the professional growth of team members.
- Collaborate with cross-functional teams to resolve complex technical issues and enhance overall system reliability.
- Stay updated on industry trends and emerging technologies to recommend improvements and innovative solutions.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 5-7 years of progressive experience in IT support or Managed Services, with at least 2 years in a leadership or team lead role.
- Strong knowledge of network infrastructure, server management, and hardware troubleshooting.
- Proven experience in managing offshore or distributed teams effectively across different time zones.
- Excellent communication skills, both verbal and written, capable of interacting confidently with onshore clients.
- Demonstrated ability to handle high-pressure situations and manage multiple priorities in a dynamic environment.
- Relevant IT certifications (e.g., ITIL Foundation, CompTIA, Cisco) are considered a significant advantage.