IT Support Manager (Lead Role)

Tarlac, Tarlac

Posted yesterday

Company:: Neksjob
Company Description:: WORKFORCE MANAGEMENT (VOICE) Location: Mandaluyong City Salary: ₱50,000 - ₱60,000 / Monthly JOB DESCRIPTION ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE •Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans. •Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. •Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance. •Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations. •Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends. •Required to follow the planned data collection, including the types of data and time of data. •Automate reports to reduce inefficiencies by designing macros. JOB QUALIFICATION •Open to College Undergraduates with relevant experience (BPO or Non-BPO) •At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required. •Good knowledge in MS Office (Word, Excel, PowerPoint) •No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect); No exam •Open to resources who are functioning as interim/ad on tasks workforce Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Neksjob is committed to providing veteran employment opportunities to our service men and women. Please read Neksjob Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Contract Type:: Remote
Experience Required:: 1 year
Education Level:: Bachelor’s Degree
Number of vacancies:: 10

Job Description

Job Overview:
We are looking for an experienced IT Support Manager to lead and oversee our global support operations. The ideal candidate will have a strong technical background in IT service delivery, be well-versed in support frameworks such as ITIL, and demonstrate leadership through effective team management, escalation handling, and service excellence.

Key Responsibilities:
Manage and lead a global technical support team, ensuring high levels of performance and morale.

Handle escalations from customers or internal stakeholders and drive resolutions within SLAs.

Monitor and ensure adherence to Service Level Agreements (SLAs) and operational targets.

Coordinate with global teams across different time zones to ensure seamless 24/7 support coverage.

Implement and enforce ITSM practices and ITIL methodologies to drive service improvements.

Ensure compliance with NIST standards, cybersecurity guidelines, and best practices.

(If applicable) Provide oversight or support on Public Key Infrastructure (PKI) operations and policy management.

Drive root cause analysis, implement preventive measures, and optimize support workflows.

Maintain documentation, run regular service reviews, and report KPIs to senior leadership.

Train and mentor team members, fostering a culture of continuous improvement and accountability.

Key Requirements:
Proven experience in leading technical support or IT service teams, ideally in a global or distributed setup.

Strong escalation management skills and ability to make data-driven decisions under pressure.

Deep understanding of ITSM tools and frameworks.

Practical experience or strong conceptual knowledge of ITIL principles (Certification preferred).

Familiarity with NIST standards and their application in IT operations and security.

(Optional but preferred) Experience with PKI systems, certificate management, or digital identity frameworks.

Excellent communication and leadership skills.

Ability to collaborate across departments and with technical/non-technical stakeholders.

Work Environment:
Flexible working hours with global team coordination

Remote setup with occasional travel (if applicable)

Strong emphasis on security, compliance, and service excellence