PROFESSIONAL PROFILE 

Dynamic and results-oriented professional with over 5 years of experience in customer support functions and team leadership within the IT industry. Proven track record of managing diverse teams to deliver exceptional end-user support while ensuring optimal performance and customer satisfaction. Skilled in developing and implementing efficient processes and practices to drive continuous improvement. Possess excellent communication and interpersonal abilities with a strong focus on building positive relationships with internal and external stakeholders. 
 

EXPERIENCE 

End User Support Team Lead Manila

• Led a team of 10+ Support Engineers spread across multiple sites in the APAC region, ensuring consistent delivery of high-quality customer support. 

• Monitored and managed performance metrics, fostering individual growth and development within the team. 

• Collaborated cross-functionally to identify and implement continuous improvement initiatives, enhancing efficiency and effectiveness. 

• Provided hands-on support for local IT tasks, including hardware and software installation and maintenance, responding promptly to support issues and requests. 

• Supervised local IT support team members, overseeing local IT procurement, account setup for new users, and maintenance of technical documentation and asset inventory. 

• Liaised with global IT teams to ensure alignment with company standards and processes. 

• Demonstrated proactive leadership in resolving technical challenges and driving ITIL best practices. 
   

EDUCATION 

Associate/Bachelor's Degree in Computer Science or equivalent experience 
 

SKILLS 

• Proven leadership skills with experience managing direct reports and collaborating with senior stakeholders. 

• Strong proficiency in popular platforms and software applications, including Microsoft Azure, Office 365, and Exchange. 

• Excellent oral and written communication skills in English, with proficiency in other languages considered an asset. 

• Familiarity with ITIL processes and cloud infrastructure preferred. 

• Willingness to travel across APAC as required (20%-40%). 

• Positive, team-oriented mindset with a proactive approach to learning and adapting to new technologies. 

OFFER 

• Opportunity to work within a motivated and fast-growing company environment. 

• Professional development opportunities and exposure to cutting-edge technologies. 

• Collaborative team environment fostering personal and career growth. 

• Competitive compensation package and excellent work atmosphere. 

Benefits and Perks

Career & Development:

• Online Training Videos
• Training and Workshop

Work-Life Balance:

• 12 days’ Vacation Leave per year (increasing per year up to 20 days maximum)
• Free shuttle service

Family & Security:

• Family Day Event
• Free Health Insurance for one (1) member of the family (for employees 5 years & up)
• Free life insurance upon hire

Recognition:

• Performance related merit increase opportunity
• Employee bonus plan (EBP) subject to eligibility
• 5th & 10th year service recognition and rewards
• Appreciation upon confirmation/regularization

Health & Wellbeing:

• 5 sick days/year
• Wellness talk/seminar
• Free Health Insurance upon regularization
• Annual Physical Exam for all employees
• Free access to Calm app
• Free access to Reulay
• Employee Assistance Program for you and your loved ones

Social & Fun:

• Football and Air Hockey
• Annual Mobile Legend (ML)
• Monthly company activities
• Annual Team Building
• Annual Sportsfest
• Year End Party
• Refreshments at the office