It support lead

Technical Support Team Lead

Role Overview

The Technical Support Team Lead is responsible for managing the day-to-day support operations, ensuring all technical issues are resolved efficiently, and leading the support team to meet service level targets. This role ensures smooth system operations across platforms (B2B, B2C, APIs) and acts as the bridge between support, developers, and management.

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1. Team Leadership & Management

• Lead, coach, and manage the technical support team
• Monitor daily performance, attendance, and productivity
• Conduct regular coaching, feedback sessions, and QA checks
• Handle escalations and critical issues

1. Support Operations

• Oversee ticketing system (ClickUp / CRM / Zoho Helpdesk)
• Ensure all tickets are responded to within SLA
• Prioritize high-impact issues (booking failures, payment issues, API downtime)
• Maintain zero backlog for critical issues

1. Issue Resolution & Escalation

• Troubleshoot complex technical issues (system bugs, API errors, booking failures)
• Escalate properly to developers with complete documentation
• Ensure fast turnaround time on urgent concerns

1. Process Improvement

• Create and optimize SOPs for support workflows
• Identify recurring issues and recommend long-term fixes
• Implement automation for repetitive concerns

1. Reporting & Analytics

• Track and report KPIs:
• SLA compliance
• Ticket resolution time
• First response time
• Escalation rate
• Provide daily and weekly reports to management

1. Cross-Team Coordination

• Work closely with:
• Developers (bug fixes, deployments)
• Operations team (booking concerns)
• Sales team (client-impacting issues)
• Join daily huddles and provide updates

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• At least 2–4 years experience in Technical Support / IT Support
• At least 1 year experience in a leadership or supervisory role
• Strong understanding of:
• APIs and system integrations
• CRM / ticketing tools (ClickUp, Zendesk, etc.)
• Basic troubleshooting (web, mobile, backend issues)
• Experience in travel systems (flight, hotel, booking platforms) is a strong advantage
• Strong problem-solving and decision-making skills
• Excellent communication skills (English & Taglish)

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• Leadership & team management
• Technical troubleshooting
• Process improvement mindset
• Attention to detail
• Fast decision-making under pressure
• Strong documentation skills

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• Location: On-site (Binondo or assigned office)
• Schedule: 6 days a week
• Must be available for urgent escalations