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Team Leader - Technical Support
SuperStaffAngeles, Pampanga, PH30+ days ago
Job type
- Quick Apply
Job descriptionEnsure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays. Manage shift handovers and ensure proper documentation and knowledge transfer between shifts. Review and audit tickets to ensure proper escalation, documentation, and resolution. Issue Escalation & Coordination Serve as the primary escalation point for C-level and higher-tier (B, A, S-level) technical issues. Validate technical details and documentation (logs, symptoms, history) before escalating unresolved or high-priority issues to the HQ. Ensure remote troubleshooting (e.g., reinstallation of software) is executed properly by team members and assist when needed. Provide regular reports to internal leadership and client stakeholders regarding ticket volume, resolution times, escalations, and team performance. Coordinate with the client-side HQ team for updates, feedback, and technical issue follow-through. Assist in process documentation, FAQs, and workflow improvements for technical support functions. 2–4 years of experience in a technical support environment, with at least 1 year in a leadership or supervisory role Solid technical background, preferably with experience in remote troubleshooting, software installation, and log analysis Strong leadership and team management skills, including conflict resolution and performance coaching Excellent verbal and written communication skills in English Willingness and ability to work rotating shifts, including nights, weekends, and holidays Proficiency in using support tools such as Zendesk, Freshdesk, Jira Service Desk, or similar platforms Experience in managing teams across time zones and shifts Background in media technology, enterprise software, or AV / VR-related support Familiarity with remote access software (TeamViewer, AnyDesk, RDP) KPI and SLA management experience HMO with 1 free dependent upon hire Life Insurance 20 PTO credits annually VL and SL cash conversion Night Differential Annual Performance-Based Merit Increases and Employee Recognition Great Company Culture Career Growth and Learning A laptop will be provided by the company ONSITE (Near SM Clark Pampanga)
We are looking for a results-driven Team Leader to oversee a team of Technical Support Representatives providing global customer support. The ideal candidate is a hands-on leader who can coach, guide, and manage a high-performing support team while ensuring prompt resolution of customer issues, adherence to escalation protocols, and coordination with HQ for mission-critical technical incidents.
Key Responsibilities
Team Leadership & Supervision
- Supervise a team of Technical Support Representatives providing global support through calls and emails.
- Monitor team performance, productivity, and adherence to SLAs.
- Conduct regular performance reviews, provide coaching, and lead upskilling / training sessions to maintain service quality.
Operational Oversight
Reporting & Communication
Requirements
Experience working in a global support setting is highly desirable
Preferred Skills
Benefits
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Team Leader • Angeles, Pampanga, PH
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