IT Supervisor
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Position Title: IT Supervisor

Job Location: Quezon City, Metro Manila

Why we’re awesome?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Supervises the IT Support team that manages desktop and all related applications owned by SupportNinja. This includes client tools and works closely with clients for any issues and concerns that could impact the day to day operations.
  2. Provides leadership to the IT Support Team by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  3. Escalates operational Issues to IT Operations Manager if needed.
  4. Documents support-related processes and procedures  (SOP)
  5. Ensures the team meets Service Level Agreement (SLA) from Operations team
  6. Performs daily shift-driven task assigned by Immediate Superiors
  7. Arranges staff training and professional development and create work assignments
  8. Monitors IT Support  productivity and providing constructive feedback and coaching
  9. Provides IT-related reports of projects and Issues to the IT Management
  10. Participates and leads Incident Management during service outages to understand current processes and drive restoration of services to end-users while minimizing impact.
  11. Ensures proper documentation is in place for all processes and procedures
  12. Trains support staff on operational procedures, troubleshooting techniques, new hardware, software applications, toolsets and new technology as necessary.
  13. Motivates and inspires team members to increase job satisfaction, IT Support performance and overall team productivity.
  14. Enforces quality of service guidelines for dealing with customers and ensures overall customer satisfaction.
  15. Plans and coordinates all the activities required to perform, monitor, and report on the process
  16. Remediates deviation of a process for its procedures and processes
  17. Communicates with the Incident Process Owner; Acts as Point of contact for all Major Incidents
  18. Implements the process "Incident Management" effectively and carries out the respective reporting procedure; Represents the first stage of escalation for Incidents
  19. Monitors the workload of IT Support that acts as a Service desk.
  20. Monitors the incidents to ensure that the Service Level Agreement are respected; Identifies, initiates, schedules and conducts incident reviews
  21. Ensures the closure of all resolved and end-user confirmed Incident records
  22. Provides guidance regarding Incident Management to Operations and department heads.
  23. Establishes continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
  24. Assists with the creation of standardized communication templates for Incident notification.

Qualifications:

  1. Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.
  2. Microsoft certified. Preferably has ITIL certification.
  3. 1-3  years IT Supervisory experience
  4. Excellent working knowledge of I.T. systems and equipment as well as their installation, administration, configuration, maintenance, and repair.
  5. Working knowledge of I.T. requirements/demands in a call center/business process Operations and organization, particularly in the area of Operations support.
  6. Understanding of Incident and Change management concepts
  7. Understanding of security best practices.
  8. Customer-oriented mindset and willingness to engage
  9. Ability to juggle multiple responsibilities; understanding of prioritization
  10. Excellent oral and written communication skills.  Fluency in the English language.
  11. Adaptive to changing work schedules and working hours.
  12. Excellent customer orientation and good business acumen
  13. Strong problem-solving, decision-making, and analytical skills.
  14. Able to work independently, reliable, self-directed
  15. Attention to detail

 

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.