Technical Support Shift Supervisor

Job Title: Technical Support Shift Supervisor

Department: Technical Support Department

Location: One Esplanade Building

Reports to: Technical Support Manager

Scope of Work / Responsibilities

• Supervise Technical Support Engineers and field support staff during assigned shifts, ensuring proper handling of tickets, resolution of technical and non‑technical concerns, adherence to troubleshooting protocols, and maintaining smooth operations.
• Manage schedules, allocate resources efficiently, and provide coaching and performance feedback by conducting periodic evaluations and identifying training needs to strengthen team capability.
• Monitor compliance with Service Level Agreements (SLAs) and maintain high standards of customer service.
• Conduct quality assurance checks on ticket resolution and customer interactions.
• Collect and integrate customer feedback to drive process improvements and enhance service delivery.
• Ensure tickets are handled properly and SLAs are consistently met during the shift.
• Oversee escalation of cases to the Technical Support Manager, prioritizing urgent or high-impact issues.
• Monitor large-scale service interruptions and manage escalations and outages in real time by coordinating timely advisories, preparing daily reports with root causes and corrective actions, and ensuring continuity of operations through effective shift handovers.
• Prepare daily reports detailing interruptions, root causes, impacts, and corrective actions taken.
• Assume the role of a Technical Support Engineer during peak complaint volumes or manpower shortages.
• Collaborate with other departments such as Network Operations, Research and Development and other relevant departments to resolve systemic issues and improve overall efficiency.
• Facilitate onboarding and ongoing training for staff to keep them updated on new technologies and processes.
• Anticipate workload trends, forecast manpower requirements, and recommend staffing adjustments to maintain SLA compliance.
• Promote a culture of accountability, compliance, and service excellence across the team.

Qualifications

• Bachelor's degree in Electronics and Communications Engineering or any related field
• 2–3 years of relevant technical experience in a related role
• Proven experience in people management and team leadership
• Excellent decision-making and problem-solving skills
• Ability to remain effective and composed in high-pressure situations
• Strong strategic resource allocation and planning skills

Pay: Php30,000.00 - Php35,000.00 per month

Benefits:

• On-site parking

Work Location: In person