Development & Support Team Leader
Description
What you'll do:
The Team Leader (Integrated OS) – Development & Support role leads and manages ChandlerCX's Integrated OS- based Development & Support function.
The role acts as the primary Integrated OS-based stakeholder escalation point and operational lead, owning day-to-day support operations, help desk performance, service governance, reporting and team coordination.
The role works closely with the Head of Delivery & Development and Delivery Manager (Delivery & Development Team) and Chief Product Officer and Associate Product Manager (Product Team) to align support, development and business priorities and ensure Integrated OS resources are focused on the highest-value operational and client outcomes.
Key responsibilities for this role include:
Integrated OS Operations & Team Leadership
Lead and manage the Integrated OS Development & Support team.
Act as the primary escalation point for operational, technical and service-related issues.
Allocate work across support, maintenance, project and development activities.
Monitor team workload, performance and capacity.
Support coaching, development and knowledge sharing across the team.
Help Desk & Support Management
Own the day-to-day operation of Chandler's Help Desk and support services.
Manage support queues, priorities, escalations and workload distribution.
Ensure incidents, service requests and problems are managed within agreed SLAs.
Lead major incidents from triage through to resolution and stakeholder communication.
Record and report on service performance, trends and recurring issues.
Coordinate permanent fixes for recurring support issues.
Development Coordination & Delivery
Coordinate Integrated OS development and enhancement activities.
Support the Delivery Manager (D&D) and Associate Product Manager (Product) in managing priorities and workload planning.
Monitor delivery commitments and escalate risks early.
Coordinate resources across support and project work to ensure client and business commitments are met.
Promote effective testing, release and change management practices.
Stakeholder Management & Governance
Represent Integrated OS within Chandler CX and attend internal stand-ups, planning sessions and operational meetings.
Work closely with the CPO, HODD, Product and D&D teams to coordinate priorities and resolve dependencies.
Provide regular reporting on support performance, team workload, risks and service quality.
Contribute to operational planning and continuous improvement initiatives.
Documentation & Knowledge Management
Maintain support procedures, operational documentation and knowledge articles.
Reduce key-person dependencies through documentation and cross-training.
Ensure operational processes remain documented and current.
Successful candidates must have:
Essential
5+ years' experience in application support, software development, service delivery or technology operations.
Previous experience leading, mentoring or coordinating technical teams.
Experience running a help desk or support function, including queues, SLAs, escalations and reporting.
Strong understanding of incident, problem and change management processes.
Experience managing competing priorities across support, operational and project-based work.
Strong stakeholder management and communication skills.
Experience developing and maintaining operational procedures and service standards.
Experience working closely with technical and non-technical stakeholders.
Desirable
Experience within a SaaS, managed services, software development or technology services environment.
Experience with Azure DevOps, Jira, Service Desk or similar support platforms.
Familiarity with ITIL service management principles.
Understanding of software development lifecycles and agile delivery practices.
Experience supporting customer-facing platforms or business-critical systems.
Experience working within regulated industries.
Work Arrangements:
Schedule: 6:00 AM - 3:00 PM (Philippine Time)
Work Setup: Work Onsite
Location: Parkway Corporate Center, Alabang, Muntinlupa City
What's in it for YOU?
At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.
Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
Career Growth & Development: Work alongside international clients and gain valuable experience.
Work-Life Balance: Our innovative activities, open communication channels and commitment to incclusivity make everyday exciting and rewarding!
Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.
Your seat awaits! Be part of our thriving team and CLICK APPLY!