Quezon City - Technical Support Operations Supervisor

• Supervise and guide the IT technical support team, ensuring tasks are completed efficiently and effectively.
• Conduct regular team meetings to review performance and address challenges.

• Oversee the resolution of technical issues related to hardware, software, and network systems.
• Ensure service tickets are prioritized and resolved within defined SLAs (Service Level Agreements).

• Monitor daily IT operations, ensuring all systems and equipment function optimally.
• Maintain and improve IT support workflows and processes for better efficiency.

• Maintain accurate records of IT incidents, resolutions, and team activities.
• Prepare regular reports on team performance and operational metrics.

• Address escalated user concerns and provide advanced troubleshooting support.
• Organize and facilitate training sessions to improve end-user knowledge and efficiency.

• Coordinate system updates, maintenance schedules, and hardware/software upgrades.
• Ensure the security and stability of IT infrastructure during changes or deployments.

• Manage relationships with vendors and service providers, ensuring timely delivery of services and equipment.
• Track and manage IT assets, ensuring proper inventory and lifecycle management.

• Enforce IT policies and procedures, ensuring compliance with company and industry standards.
• Contribute to the development of new IT policies and guidelines.

• Assist in preparing and managing the IT operations budget.
• Optimize resource allocation to ensure cost-effective operations.

• Identify areas for improvement in IT operations and support, implementing changes to enhance efficiency and effectiveness.

• Be open to relocating to different office locations or project sites as required by the company.

• Perform other IT-related tasks as assigned by the IT Manager or IT Director.

Qualification:

• Bachelor of Science in Information Technology/Computer Science, Engineering or a related field.
• NC II – Computer Hardware and Servicing
• Minimum of 3 years of Experience in IT Technical Support hardware and Software
• Strong knowledge of hardware, software, and network troubleshooting.
• Has a intermediate level in understanding in Active Directory and its policies.
• Experience with cloud platforms such as Microsoft 365 and Azure as a plus.
• Strong experience in Endpoint Security.
• Solid understanding of cybersecurity principles, tools, and best practices.
• Willing to be assigned at Cupang, Muntinlupa