Roles and Responsibilities:
1. Customer Management
- Act as the primary point of contact for clients, ensuring clear communication and alignment with their IT needs and expectations.
- Manage escalations, troubleshoot critical issues, and provide timely resolutions.
- Ensure customer satisfaction by monitoring service quality, gathering feedback, and implementing improvements.
- Maintain strong relationships with stakeholders, providing regular reports and updates on IT support and service performance.
2. Team and Internal Management
- Lead, mentor, and develop a team of IT professionals, ensuring they meet performance goals and service level agreements (SLAs).
- Allocate resources effectively to meet operational demands and optimize team productivity.
- Conduct regular team meetings, performance reviews, and training sessions to enhance technical competencies and professional growth.
- Foster a collaborative and solution-oriented team culture that aligns with company goals and customer requirements.
- Ensure adherence to company policies, IT security protocols, and compliance standards.
3. Technical Skills and Operations
- Provide hands-on technical support and guidance to resolve complex IT issues.
- Oversee system maintenance, troubleshooting, and implementation of IT best practices.
- Ensure timely updates, patch management, and system optimizations to enhance infrastructure stability.
- Collaborate with other IT teams to drive process improvements, automation, and technology upgrades.
- Stay updated with emerging technologies and industry trends to enhance team capabilities and IT service offerings.
Qualifications:
- Candidate must be graduate of Bachelor's Degree in any IT related course
- Must have at least 2 years experience as IT Team Lead or similar role.
- Experience in People Management, Handling L2-L3 Support
- Knowledgeable in creating technical reports, coaching and training.
- Willing to work on nightshift/shifting schedule
- Willing to work in Mactan International Airport.
- Must be open for Project Based Employment 1yr - RENEWABLE
Job Type: Fixed term
Contract length: 12 months
Benefits:
- Company events
- Opportunities for promotion
Work Location: In person