Tech Operations Lead, Pasig

Job description

Key Responsibilities

Team Leadership & Service Delivery

 Supervise and guide the technical support team in providing effective and timely support to teachers and academic staff.

 Monitor service requests and ensure issues are resolved within established timelines.

 Conduct coaching, mentoring, and performance monitoring of support personnel.

 Assist in developing standard procedures and improving support workflows.

Technical Support & Troubleshooting

 Provide advanced troubleshooting for computer hardware, Windows operating systems, and related applications.

 Handle escalated technical concerns that require deeper technical expertise.

 Ensure reliable operation of supported devices and classroom systems.

Networking & Systems Support

 Assist in diagnosing and resolving basic network connectivity issues.

 Coordinate with infrastructure teams regarding network or system-related problems.

Process Improvement, AI & Automation

 Identify opportunities to improve support efficiency using AI tools, automation, or system enhancements.

 Participate in technology development or improvement initiatives that enhance user experience.

Data Analysis & Reporting

 Track support metrics, incident trends, and service performance.

 Prepare regular reports for IT management and leadership

 Recommend improvements based on data insights.

Minimum Qualifications

Education

 Bachelors Degree in Information Technology, Computer Science, or related field.

Experience

 At least 7-9 years experience in technical support or IT operations.

 Minimum 5 years in a supervisory or team leadership role.

Technical Skills

 Advanced knowledge of computer troubleshooting and Windows operating systems.

 Basic understanding of networking concepts and topology.

 Experience with AI tools, automation, or system development is an advantage.

 Strong data analysis and reporting skills.

Competencies

 Strong leadership and team coordination skills.

 Excellent communication and customer service orientation.

 Problem-solving and organizational skills.

Job summary

Results-driven IT Supervisor with experience in managing IT operations, leading technical teams, and ensuring system performance and security.