Job Description
WrkPod is seeking a highly skilled and motivated IT Support Team Lead to oversee and guide our IT support operations in Dumaguete. This leadership role is responsible for managing a team of Tier 1 and Tier 2 support staff, ensuring exceptional service delivery, maintaining IT infrastructure, enforcing security policies, and contributing to strategic IT initiatives. The ideal candidate is a proactive problem solver, an effective communicator, and a tech-savvy leader with a passion for operational excellence and innovation.
Job Title
-
IT Support Team Lead
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3-5 years of experience in IT support roles, with at least 2 years in a team lead position or similar.
- Strong knowledge of IT infrastructure, network management, cybersecurity, and support tools.
- Proficient in troubleshooting Windows/Mac environments, cloud platforms, and remote support solutions.
- Excellent communication, leadership, and organizational skills.
- Relevant certifications (e.g., CompTIA, ITIL, Cisco, Microsoft) are a plus.
Job Responsibilities
- Lead and mentor the IT support team, providing guidance and technical expertise to Tier 1 and Tier 2 support personnel.
- Develop and implement IT support best practices, ensuring high-quality service delivery.
- Conduct training sessions to upskill IT team members in troubleshooting, security, and new technologies.
- Establish and monitor key performance indicators (KPIs) for IT support efficiency and effectiveness.
- Foster a customer-focused IT support culture, ensuring rapid response and resolution of technical issues.
- Serve as the primary escalation point for unresolved Tier 2 IT issues, diagnosing and resolving complex technical problems.
- Perform root cause analysis (RCA) and recommend long-term solutions for recurring IT issues.
- Implement automation tools and scripts to streamline IT processes and reduce manual interventions.
- Support and maintain WrkPod’s IT infrastructure, including cloud services, network security, and data protection.
- Coordinate with external vendors, Tier 3 support providers, and service providers to address critical IT failures.
- Enforce IT security policies, including data encryption, access control, and incident response procedures.
- Conduct regular cybersecurity risk assessments and implement mitigation strategies.
- Ensure compliance with data protection regulations (e.g., GDPR, DPA) and WrkPod’s internal IT governance policies.
- Oversee IT audits and security training to maintain a strong cybersecurity culture within the organisation.
- Maintain a comprehensive IT asset inventory and ensure proper lifecycle management of hardware and software.
- Oversee preventive maintenance, upgrades, and configuration of IT equipment to minimize downtime.
- Optimise network performance, ensuring 99.9%+ uptime and efficient bandwidth allocation.
- Configure and manage firewalls, VPNs, VLANs, and other security protocols.
- Provide technical support and onboarding assistance to Virtual Assistants (VAs).
- Ensure smooth operation of IT systems for remote and in-office VAs, maintaining high productivity levels.
- Monitor acceptable use policies and enforce security best practices across WrkPod facilities.
- Lead or contribute to IT projects, including cloud migration, automation, and AI-driven IT support initiatives.
- Provide insights for IT budget planning and infrastructure investments.
- Stay updated on emerging IT trends, security threats, and industry best.
Good luck and God Bless!