IT Supervisor
51Talk Philippines
Key Responsibilities
Team Leadership & Service Delivery
· Supervise and guide the technical support team in providing effective and timely support to teachers and academic staff.
· Monitor service requests and ensure issues are resolved within established timelines.
· Conduct coaching, mentoring, and performance monitoring of support personnel.
· Assist in developing standard procedures and improving support workflows.
Technical Support & Troubleshooting
· Provide advanced troubleshooting for computer hardware, Windows operating systems, and related applications.
· Handle escalated technical concerns that require deeper technical expertise.
· Ensure reliable operation of supported devices and classroom systems.
Networking & Systems Support
· Assist in diagnosing and resolving basic network connectivity issues.
· Coordinate with infrastructure teams regarding network or system-related problems.
Process Improvement, AI & Automation
· Identify opportunities to improve support efficiency using AI tools, automation, or system enhancements.
· Participate in technology development or improvement initiatives that enhance user experience.
Data Analysis & Reporting
· Track support metrics, incident trends, and service performance.
· Prepare regular reports for IT management and leadership
· Recommend improvements based on data insights.
Minimum Qualifications
Education
· Bachelor’s Degree in Information Technology, Computer Science, or related field.
Experience
· At least 5 years experience in technical support or IT operations.
· Minimum 3 years in a supervisory or team leadership role.
Technical Skills
· Advanced knowledge of computer troubleshooting and Windows operating systems.
· Basic understanding of networking concepts and topology.
· Experience with AI tools, automation, or system development is an advantage.
· Strong data analysis and reporting skills.
Competencies
· Strong leadership and team coordination skills.
· Excellent communication and customer service orientation.
· Problem-solving and organizational skills.
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