First Advantage
IT Team Lead - (Philippines-based)
36
eNPS Score
- Job Info
- Why First Advantage
IT Team Lead
The Team leader is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the Global IT Support. His/her job description entails making sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the Global IT Support team members to ensure that customer inquiries are promptly attended to
RESPONSIBILITIES:
Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via calls, tickets and ensure to facilitate good customer service culture in team members
Manage daily, weekly, and monthly reports to track the metrics.
Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Keep record of daily operations and metrics like SLA, ASA etc.
Handle escalations and ensure to put in corrective actions.
Management of shift roster
Review and updating of SOP on a timely basis
Conduct interviews for IT & Sr.IT support specialists’ role.
Coordinate with vendors as needed
Learn, follow, and enhance Help Desk policies and procedures.
Become familiar with other internal departments, their systems, applications, and service needs.
Review and test new applications, printers, software etc., and provide feedback.
Identify the technical challenges if the team and arrange timely trainings
Propose Service Improvement Plans for the company and work on implementing them.
Maintain excellent communication with all end users and other members of the technology department.
EDUCATION:
REQUIRED SKILLS:
PHYSICAL REQUIREMENTS:
The Team leader is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the Global IT Support. His/her job description entails making sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the Global IT Support team members to ensure that customer inquiries are promptly attended to
What's in it for you?
Hybrid work arrangement (mostly remote)
Competitive salary package
HMO + free dependents
Medicine & optical reimbursement
Competitive leave entitlement
Global team
RESPONSIBILITIES:
Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via calls, tickets and ensure to facilitate good customer service culture in team members
Manage daily, weekly, and monthly reports to track the metrics.
Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Keep record of daily operations and metrics like SLA, ASA etc.
Handle escalations and ensure to put in corrective actions.
Management of shift roster
Review and updating of SOP on a timely basis
Conduct interviews for IT & Sr.IT support specialists’ role.
Coordinate with vendors as needed
Learn, follow, and enhance Help Desk policies and procedures.
Become familiar with other internal departments, their systems, applications, and service needs.
Review and test new applications, printers, software etc., and provide feedback.
Identify the technical challenges if the team and arrange timely trainings
Propose Service Improvement Plans for the company and work on implementing them.
Maintain excellent communication with all end users and other members of the technology department.
EDUCATION:
- Bachelor’s Degree Preferred
REQUIRED SKILLS:
- 2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.
- Good knowledge of ITIL processes. ITIL V3 certification is a strong added advantage.
- Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).
PHYSICAL REQUIREMENTS:
- Hybrid work setup (mostly remote)
- Some in-country travel may be required
- Based in the Philippines
Working at First Advantage
Overall Culture Score
4.6/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The transparency and openness was refreshing
The open communication, positive intent and drive to continue to grow together.
Videos
Diversity at First Advantage
Top
25%
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Financial Benefits
- 401K / Retirement Plan
- Tuition Reimbursement
- Employee Stock Purchase Plan
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 30% | Passive |
| 17% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with customers and teams members around the world.