IT Technical Team Lead

Innovato Information Technology Solution

Location: Liip Gardenia Bakeries PH Inc.

Position: MIS Technical Support Team Lead

APPLICANT MUST HAVE:

5+ years of Experience

• EXP with SERVICE DESK ADMINISTRATION
• EXP with TICKETING SYSTEM
• EXP with IT ASSET MANAGEMENT ADMINISTRATION

JOB OBJECTIVES

MIS Technical Support Team Lead is responsible for determining, developing and implementing an organization's information technology goals. This position may also provide an organization with day-to-day MIS technical support (Hardware, Software, Network, Application, Retail POS System and other IT Infrastructure), project management, manpower work administration and providing department updates on Project, People, Process, Performance to MIS Manager. MIS Coordinator help to organize, supervise, and facilitate the work among MIS Technical 1st Level Support, as well as provide specialized support to the company users (Head Office and Offsite offices/stores). He / She provide support and guidance to MIS Technical Support (Head Office and Offsite office / stores) who perform on-premise routine services including installation, maintenance, and repair.

DUTIES AND RESPONSIBILITIES

• Ensures delivery of timely and quality MIS technical support for Hardware, Software, Network, applications, POS Retail services, infrastructure and security;
• Ensure high quality of internal and external communication within the organization are established by MIS technical support;
• Manage the MIS Helpdesk Operation, Technical Support and POS retail technical support to ensure SLAs are met with internal and external customers; Review/ improve MIS led operational processes, and performance of MIS technical support;
• Coordinate with other department (internal and external stakeholders) in ensuring that projects are scoped keeping current capacities in required IT infrastructure and resources. To also ensure that projects are executed to the right standards so that post commissioning issues are minimized;
• Document and share best management practices with the rest of the MIS organization. Document IT processes, workflows and policies, SLA;
• Recommends improvement to organization IT infrastructure, application, and systems (Business Development store operation);
• Lead proof-of-concept (POC) activities for Infrastructure - issuance of request for information (RFI) and request for proposal (RFP) to third-party service providers;
• Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers; testing and evaluating new technology;
• Facilitate with internal and external partners on the alignment of deliverables, expectation, resources and schedule of activities / task on the Pre phase (initial stage) of project, (Head Office / Retail Stores)
• Provide regular updates on status, progress, issues and problems involving MIS Technical Support and Service projects (weekly / monthly).

JOB SPECIFICATIONS

Educational attainment

• Graduate of BS Computer Science; Computer Engineering or Information Technology Management

Experience

• At least 5 years extensive experience in Customer Service Support, Desktop PC Helpdesk, Networking, Project Management
• Service Desk Administration
• Ticketing System
• IT Asset Management Administration

HUMAN RELATIONS

• Excellent Customer Relations
• Adaptable to various working environments
• Able to exercise diplomacy
• Outstanding interpersonal skills
• Able to deliberate or discuss on technical matters
• Highly personable
• Can lead a team of 16-20

MENTAL EFFORT

• Able to communicate with others in a warm and helpful manner while simultaneously building credibility and rapport
• Able to make decisions quickly on available information and take action
• Able to be attentive to all aspects of the environment while working
• Able to prepare complete and reliable reports
• Able to write clearly and effectively present ideas and to document activities

PHYSICAL EFFORT

• Can work long hours
• Job Type: Full-time

BENEFITS:

• Company events
• Flexible schedule
• Flextime
• On-site parking
• Promotion to permanent employee