One of our client, an IT consulting company is urgently looking for a Technical Team Lead who can join their dynamic team in Cebu.

Job responsibilities:

The Technical/Team Lead acts as a catalyst for issue resolution by providing real-time support to support professionals and managing the internal knowledge base. They supervise and manage all end-user support specialists and senior support professionals on a daily basis, ensuring that support levels meet client expectations and contractual obligations. Under the direction of the Operations Manager, they drive operational efficiencies, implement systems and processes to achieve client-specified metrics, and provide leadership to the support team.

Job qualifications:

Must Have Skill/s (NON-NEGOTIABLE)

- Bachelor’s degree in IT, Computer Science, Business Administration, or equivalent experience

- At least 2–3 years in technical support/service desk/end-user support

- Minimum 1 year in a team lead, supervisor, or SME role

- Proven ability to lead and coach a support team

- Experience handling escalations and client communication

- Ability to manage scheduling, workforce planning, and reporting

- Strong knowledge of SLA/KPI monitoring and adherence

- Strong grasp of troubleshooting methodologies and ITSM best practices

- Proficiency in using ticketing systems (e.g., ServiceNow, JIRA, other tools are acceptable)

- Proficient in MS Office (Excel, Word, PowerPoint) for reports

- Strong verbal and written English communication skills

- Effective in leading huddles, facilitating meetings, and providing feedback

- Customer-centric with excellent problem-solving skills

- Flexible with work schedules or shifting priorities as needed

Good to Have Skills:

- ITIL Foundations, CompTIA A+, or similar technical certification

- Prior work experience in BPO, Managed Services, or global support settings

- Exposure to client-facing roles or high-pressure environments Tools/Systems

- Familiarity with advanced analytics or WFM tools Soft Skills Hiring Process

- Experience using internal knowledge base platforms or document management tools

- Strong conflict resolution and interpersonal relationship-building skills

- Experience in performance management and coaching sessions

Please refer to job description.