IT Team Lead
JOB SUMMARY: The Team Leader is responsible for managing the daily operations of the Helpdesk and Desktop Support (Level 1) team deployed at TMP. This position is assigned exclusively to TMP and reports directly to the Dedicated Service Delivery Manager (SDM) deployed on-site. The Team Leader ensures quality service delivery, provides operational oversight across TMP locations (Santa Rosa, Makati, and Batangas), supports project coordination, maintains close communication with the TMP client through the SDM, and helps drive continuous improvement efforts. The Team Leader must possess the same level of technical knowledge as a Level 1 engineer and is also expected to perform site visits to Makati and Batangas, as needed, while being full-time in Santa Rosa. JOB RESPONSIBILITIES Helpdesk and Desktop Support Operations Supervise daily technical operations and ensure timely resolution of tickets and incidents. Support Helpdesk and Level 1 Desktop concerns including hardware, software, network, and user-related issues. Ensure all tickets are properly logged, monitored, and updated using the approved ManageEngine ServiceDesk. Maintain SLA adherence and escalate recurring or unresolved issues through the SDM. In cases of high volume or limited manpower, assist the team directly with DSE tasks and end-user support. Apply the same level of technical knowledge expected of L1 engineers to effectively assist or take over support when needed. Project Handling and Coordination Receive project requests and scope from TMP through the Dedicated SDM. Create Activity Plans, Strategic Plans, and RACI Matrices for initiatives such as deployments, relocations, or other projects. Adjust team schedules as needed to accommodate project timelines, especially for weekend or off-shift implementations. Ensure manpower availability and coordinate with the SDM when additional resources are required. IT Asset Coordination and Oversight Coordinate with the designated IT Asset Specialist for all asset-related activities including deployment, retrieval, and reconciliation. Engage with the IT Asset Specialist only upon instruction or alignment from the SDM to ensure smooth activity flow and accountability. Ensure asset documentation and processes are properly supported and followed during operations or projects. Communication and Reporting Report directly to the Dedicated SDM assigned at TMP. Submit regular updates on team performance, ticket summaries, incidents, and project activities. All operational discussions and client-facing communications must be aligned with the SDM, who serves as the single point of contact with TMP. Strategic Planning and Service Improvement Contribute to the creation and execution of short- and long-term strategies to improve IT support services at TMP. Participate in preventive and corrective planning initiatives to address recurring issues. Propose improvements or innovations based on team performance data or client feedback (through the SDM). Take part in enhancement planning to support TMP’s continuous improvement efforts. Leadership and Team Management Lead and supervise the onsite team by assigning daily tasks, monitoring performance, and promoting accountability. Provide mentoring and coaching to improve the skills and professionalism of team members. Ensure proper conduct and behavior of the team while on-site at TMP. Provide immediate support during manpower shortages, high ticket volumes, or special project executions. Ensure fair and balanced shift scheduling, and implement adjustments when project needs arise (e.g., weekend deployments). Maintain strong team morale and ensure service continuity by creating backup plans and working closely with the SDM for resourcing needs. Conduct site visits to TMP Makati and TMP Batangas if needed, to support operations and ensure alignment across all locations. JOB QUALIFICATIONS: Excellent verbal and written communication skills An active / empathic listener Excellent organizational skills with the ability to multi-task Ability to manage own time effectively and to be prompt and punctual. Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques Drive, self-motivation and ability to work under own initiative Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services Sound knowledge and experience of supporting range of IT applications, platforms and technologies Ability to clearly and accurately communicate processes and procedures verbally and in writing Ability to produce management information reports from ITSM systems Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources Experience of developing professional and effective working relationships with customers and key stakeholders Experience of delivering a high level of customer service The necessary skills and attributes to integrate successfully into a busy team Able to handle and pacify customers irate customers. Fast learner and can easily adapt and build rapport with customers/users. JOB SKILLS AND COMPETENCY Communication Skills Technical Skills Analytical Skills Problem Solving Ethical & Professional skills Customer Service Skills COMPLIANCE Understand, support and implement the Company’s Quality Policy and his/her section quality objectives. Always maintain confidentiality to protect the privacy of customers. Follow company policies and procedures without exception and maintain zero accidents in his/her area. Identify and report problems to immediate superior in a timely manner. Complete all tasks and projects by pre-determined deadlines. Proactively communicate with the immediate superior. Pay: Php26,000.00 per month Benefits: Company Christmas gift Company events Free parking Health insurance Life insurance On-site parking Opportunities for promotion Paid training Pay raise Promotion to permanent employee Education: Bachelor's (Required) Experience: Leadership: 2 years (Required) Technical support: 3 years (Required) Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-09-01, источник — Indeed.