End User Support Team Lead | Hybrid | Makati | Flexible Shift

Salary: Weekends off

Powering Global Productivity Through Seamless IT Support

Put your technical expertise and leadership skills to work as an End User Support Team Lead at Emapta. Guide IT support professionals, strengthen service delivery, and help ensure reliable technology support across remote and onsite teams. Build a long-term career where your leadership makes a meaningful impact on operational efficiency, service quality, and the end-user experience.

Job Overview

• Employment Type: Full-Time
• Shift: Flexible Shift, Weekends Off
• Work Setup: Hybrid, Makati

Exciting Perks Await!

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with a free dependent upon regularization
• Prime office location in Makati with easy access to MRT stations, restaurants, and banks
• Fixed weekends off
• Salary Advance Program through our banking partner, subject to bank assessment and eligibility requirements, including a minimum of six months of company tenure
• Unlimited upskilling through Emapta Academy courses. Explore available courses at https://emapta.com/training-calendar/
• Free 24/7 access to office gyms in Ortigas and Makati, with a physical fitness trainer
• Exclusive Emapta Lifestyle perks, including hotel and restaurant discounts
• Employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leave credits, including five convertible to cash
• Employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• A diverse and supportive work environment

The Qualifications We Seek

Education

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related technical field
• CompTIA A+, ITIL, Microsoft, or other relevant IT support and service management certifications are an advantage
• An equivalent combination of education, technical training, and relevant experience may be considered

Experience

• At least 5-6+ years of relevant experience in IT support, service desk, desktop support, end-user computing, or a related technical discipline
• At least 1-2 years of experience in team leadership, technical guidance, coaching, or work coordination within an IT support environment
• Hands-on experience supporting hardware, software, operating systems, enterprise applications, user accounts, and network connectivity

Technical Knowledge and Skills

• Strong knowledge of end-user computing, desktop support, hardware, peripherals, operating systems, and enterprise applications
• Working knowledge of Microsoft 365, Active Directory, user account administration, and basic identity and access management
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting
• Strong troubleshooting and root-cause analysis skills across hardware, software, application, and connectivity issues
• Knowledge of IT service management principles, incident management, service requests, escalation management, and SLA management
• Ability to monitor team performance and identify issues affecting service quality, productivity, and customer experience
• Ability to coach, mentor, provide feedback, and guide technical support staff
• Strong coordination and escalation-management skills, including collaboration with cross-functional IT teams
• Ability to analyze ticket trends and service data to identify opportunities for process improvement, automation, and service optimization
• Strong customer service and communication skills for engaging technical and non-technical stakeholders
• Strong organizational and prioritization skills to manage multiple incidents, service requests, and competing priorities
• Knowledge of IT security, data privacy, and operational controls relevant to end-user support
• Strong documentation and reporting skills, including maintaining knowledge articles, standard operating procedures, technical guides, and operational reports

Your Daily Tasks

Team Leadership and Daily Operations

• Oversee the day-to-day activities of the End User Support team to ensure timely and effective resolution of incidents, service requests, and escalations
• Lead, coach, and mentor team members to strengthen technical capabilities, service quality, and compliance with support standards
• Assign and monitor workloads to maintain appropriate coverage and effective resource utilization
• Provide daily guidance and technical support to Level 1 and Level 2 remote and onsite support staff

Service Delivery and Performance Management

• Monitor team performance against SLAs, KPIs, service quality standards, and workload targets, taking action when service levels are at risk
• Ensure compliance with IT policies, security requirements, service procedures, and operational standards
• Conduct regular quality checks and provide constructive feedback to improve individual and team performance
• Support team onboarding, training, knowledge transfer, and competency development
• Escalate recurring performance or capability concerns to the appropriate manager

Incident and Escalation Management

• Coordinate the resolution of high-impact or complex end-user support issues, engaging the appropriate technical teams when needed
• Serve as an escalation point and ensure issues are prioritized, tracked, and resolved within agreed service levels
• Facilitate root-cause analysis for recurring issues and ensure corrective and preventive actions are implemented within the team's scope
• Coordinate with cross-functional IT teams to resolve escalated concerns effectively and promptly

Process Improvement and Service Excellence

• Review ticket trends, recurring issues, and service performance data to identify improvement opportunities
• Recommend and support process improvements, standardization, knowledge management, and automation initiatives
• Identify opportunities to improve the end-user experience and operational efficiency
• Contribute to the development and maintenance of knowledge base articles, troubleshooting guides, and standard operating procedures
• Lead process improvement initiatives and optimize underperforming workflows to enhance efficiency and effectiveness

Reporting and Documentation

• Prepare regular team performance reports and operational insights to support management review and decision-making
• Maintain accurate records of incidents, escalations, service performance, and team activities
• Ensure processes, procedures, technical guides, and support documentation remain current and accessible

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 13,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

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