Job Opportunities in Philippines
October 1, 2024
Outsource Access
Cagayan de Oro
FULL TIME
Technical Support Team Leader
The Technical Support Team Leader is responsible for overseeing the daily operations of the technical support team, ensuring timely resolution of customer issues, and driving the team to achieve performance goals. The role involves providing leadership, mentorship, and technical expertise to team members while fostering a culture of collaboration, continuous improvement, and customer satisfaction.
- Provides daily leadership, guidance, and direction to the team, aligning efforts to achieve key results and organizational objectives.
- Ensures team focus and productivity on immediate tasks and projects.
- Serves as a mentor, guiding and motivating team members to grow and succeed.
- Leads marketing campaigns and product launches, ensuring the attainment of key performance metrics, quality standards, and customer service goals.
- Prepares and reports on support metrics regularly (daily, weekly, and monthly), ensuring goals and objectives are met.
- Oversees the development, implementation, and execution of performance metrics and KPIs.
- Cultivates strong, collaborative relationships with the sales team and other strategic business units.
- Prepares and manages the annual budget, monitors expenditures, analyzes variances, and implements corrective actions as needed.
- Develops and enforces quality assurance policies, procedures, and response strategies.
- Fosters a collaborative environment that values diversity, teamwork, and mutual respect among all internal and external stakeholders.
- Enhances professional and technical expertise by participating in educational opportunities, reviewing industry publications, and building professional networks.
- Provides continuous feedback and performance evaluations to direct reports.
- Conducts daily coaching and guidance, with regular 1-on-1 meetings (weekly or bi-weekly) for each team member.
- Reviews and approves employee time-off requests and timecards (if applicable) on a weekly basis.
- Performs other management duties as required.
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) or equivalent technical experience.
- 5+ years of experience in a technical support or helpdesk environment, with at least 1-2 years in a leadership role.Proven experience with technical troubleshooting, issue resolution, and customer service.
- Strong understanding of [specific technologies/systems related to your industry, e.g., networking, software, hardware, cloud solutions].
- Familiarity with support ticketing systems (e.g., Zendesk, Jira) and remote support tools.
- Knowledge of ITIL frameworks and best practices for technical support is an advantage.
- Excellent leadership, coaching, and mentoring skills.
- Strong written and verbal communication skills, with the ability to translate technical issues for non-technical stakeholders.
- Full-time, onsite position based in Cagayan de Oro.
- Required to follow US Eastern Standard Time (EST) hours
- HMO
- Group Life Insurance Benefit
- Virtual Credit Card
- Paid Leaves
- Government Benefits
- Other exciting benefits to be discussed
- 13th month salary
- Overtime pay
- Night Differential
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