Team Leader - Muntinlupa

• Comprehensive day 1 HMO with 10K medical reimbursement
• Additional HMO coverage for your family + dental coverage
• Free annual Flu vaccine
• Continuous career development and certifications
• Travel & training opportunity oversea
• Regular awards and recognitions
• Comprehensive life insurance
• 24 Paid time offs (with Annual leave conversion)
• Annual appraisal based on merits
• Free daily meals (free breakfast on Mondays & free treats on Fridays)
• Regular engaging company events & promotes work life balance
• Accessible office sites -- BGC morning & Alabang night
• Employee referral programs

Position Summary

Techno Group Australia is seeking an experienced and motivated Team Leader to oversee and coordinate the daily operations of our Philippines-based team. This position plays a critical role in ensuring the performance, quality, and collaboration of a 20-person workforce comprising Network, Desktop, and Helpdesk Technicians, as well as sales personnel.

The Team Leader's role is pivotal in ensuring client satisfaction. They provide supervision, coaching, and support to staff, ensuring alignment with Techno Group's standards of service delivery and operational efficiency. This role also serves as a key liaison between the organization’s leadership team and the Philippines-based staff, emphasizing the crucial role in maintaining high client satisfaction.

Key Responsibilities

• Supervise and coordinate the activities of technical and sales personnel across multiple disciplines.
• Conduct regular team check-ins, performance reviews, and staff mentoring.
• Monitor key performance indicators (KPI) and provide coaching to enhance performance and client outcomes.
• Promote a strong team culture, accountability, and continuous improvement.
• Detail-oriented and focused on client outcomes.

• Ensure daily adherence to service level targets, ticket queues, and service workflows.
• Allocate tasks and manage workload distribution based on skill, availability, and priority.
• Coordinate staff rosters, leave approvals, and attendance tracking.
• Escalate operational risks, client issues, or performance concerns to the Service Delivery Manager and the organization’s executive team.

• Function as the first point of escalation for the Philippines team members and assist in resolving operational issues and client concerns.
• Consult regularly with the Australian team to ensure alignment of client expectations and service standards.
• Assist clients with implementing support models.
• Calm under pressure, and not afraid to escalate or consult when unsure of a solution
• Incredible communication skills - demonstrable comms clarity, proven willingness to communicate often and ability to adapt the style and level of communication to the situation/recipient.

• Ensure adherence to Techno Group’s service procedures, documentation standards, and compliance obligations.
• Conduct quality assurance checks on ticket notes, resolutions, and client interactions.
• Identify gaps in knowledge or training and coordinate internal or external learning.

• Provide weekly reports on team metrics, incidents, and highlights.
• Contribute to service improvement initiatives and operational planning discussions.
• Support implementation of new tools, systems, or processes impacting the support team.

• Minimum 5 years’ experience in a leadership or supervisory role within an MSP, IT Services, or related environment.
• Proven ability to manage geographically distributed teams and drive performance remotely.
• Excellent interpersonal, coaching, and conflict resolution skills.
• Strong organizational and time management capabilities.
• High level of proficiency with service management processes and the Microsoft 365 suite.
• Detail-oriented and focused on client outcomes.

• ITIL Foundation Certification or equivalent IT service management experience.
• Prior experience working with Australian-based clients or in an international support environment.
• Strong understanding of service desk operations, network and desktop support, and sales coordination functions.
• A solid understanding of IT services, industry and technology

• Team SLA adherence and ticket resolution rates
• Client satisfaction scores
• Staff retention and engagement
• Compliance with documentation and process standards
• Successful onboarding of new staff and clients