Team Lead – IT Support

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Ensure professionalism and effective execution and continuous improvement of Global IT Support operations • Ensure the support team delivers high-quality customer service, meets incident resolution targets, and adheres to SLAs • Monitor and guide team members handling customer inquiries and issues • Own end-to-end onsite IT support functions for the APAC region • Oversee troubleshooting and resolution of IT hardware issues, servers, printers, and other infrastructure • Lead onsite technical support operations and coordinate with global teams • Ensure seamless local support delivery and operational continuity across APAC locations • Act as the primary point of contact for onsite IT needs across APAC locations • Coordinate Global IT Support team members' daily ticket-related duties and customer service culture • Manage daily, weekly, and monthly reports and track ticket volumes, SLA compliance, backlog, CSAT, escalation rates, and incident trends • Handle escalations and implement corrective actions • Manage shift rosters • Review and update SOPs • Conduct interviews for IT and Senior IT Support Specialist roles • Observe support team operations and implement improved techniques • Coordinate with vendors • Learn, follow, and enhance support team policies and procedures • Become familiar with internal departments, systems, applications, and service needs • Review and test new applications, printers, and software and provide feedback • Identify team technical challenges and arrange timely training • Propose and implement Service Improvement Plans • Maintain excellent communication with end users and technology department members

🎯 Requirements

• 2+ years as a Team Lead with specialization in systems administration and IT Operations in a Windows environment • Good knowledge of ITIL processes; ITIL V4 certification is a strong added advantage • Systems Architecture and integration experience preferred, including specifying hardware and network configuration • Telephony experience, preferably Cisco VoIP • Microsoft Office 2013 and above • Outlook 2013 and above • Knowledge of TCP/IP networking and related network services, including DNS, SMTP, and DHCP • Previous work experience in a corporate environment • Experience supporting Outlook in a Microsoft Exchange environment • Experience supporting a variety of Wi-Fi-enabled devices • Experience supporting remote users • Basic knowledge of thin client systems, network printers, Citrix, and terminal servers • Hands-on experience with scripting languages such as PowerShell, runbook automation, and integration for streamlined IT operations • Excellent communication skills • Experience working in a global setup and with a tightly integrated team • Ability to clearly communicate technical concepts to non-technical people • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures • Ability to multitask in a fast-paced environment