Hybrid Senior Technical Lead – Helpdesk & Projects presso Outsourced staff
Outsourced staff · Manila, Stati Uniti d'America · Hybrid
- Ufficio in Manila
About the Company
Our client is not your average IT company, a team of passionate tech wizards who love solving problems, streamlining business operations, and delivering top-notch IT solutions that make life easier.
We believe IT should be affordable, stress-free, and tailored to your needs. That’s why we take a proactive approach to IT management, ensuring that your business runs smoothly with minimal downtime and maximum performance.
About the Role
We're on the lookout for a Senior Technical Lead—a hands-on, sharp-minded problem solver who thrives on both the technical and people sides of IT. You're the MacGyver of your team, equally comfortable writing PowerShell scripts as you are coaching junior techs. This role blends leadership, technical escalation, client interaction, and process ownership into one dynamic position.
Key Responsibilities
Leadership & Team Management
- Supervise and mentor the technical support team, providing guidance, support, and professional development.
- Lead by example—be the go-to escalation point for complex tickets and projects.
- Promote a culture of ownership, curiosity, and continuous learning.
Helpdesk & Client Support
- Manage the helpdesk ticketing system and ensure effective triage, prioritisation, and resolution of tickets.
- Answer and resolve incoming support requests—phone, email, or ticket-based—with a calm and confident tone.
- Provide L2-L3 support across desktop, server, and cloud environments.
Project & Process Ownership
- Assist and/or lead technical projects, coordinating with stakeholders and internal resources.
- Assist in scoping, designing, and deploying IT solutions, both commercially and technically.
- Improve systems and workflows proactively by identifying recurring problems and bottlenecks.
Documentation & Knowledge Sharing
- Document solutions, processes, and SOPs clearly and share knowledge with the team to lift collective capability.
- Prepare regular reports on ticket trends, resolution times, and client satisfaction.
