IT Support Team Lead

An IT Support Team Lead has opened at a global company.

A leading global provider of airport technology solutions is seeking an IT Support Team Lead to establish and nurture a brand-new support team in Manila. This is a unique opportunity for you to play a pivotal role in shaping the future of technical support within a rapidly expanding organisation that is revolutionising airport operations worldwide. You will be at the forefront of building a high-performing, collaborative team, ensuring exceptional standards of customer service and technical expertise are delivered around the clock. The organisation offers a supportive environment where your commitment to excellence, attention to detail, and ability to foster growth will be valued and rewarded. With flexible working opportunities, ongoing training, and clear pathways for career progression, this role is perfect for someone who thrives in an inclusive setting and is passionate about making a meaningful impact.

• Lead the launch and development of a new support team in Manila, with direct influence over recruitment, onboarding, and ongoing mentoring processes.
• Enjoy flexible working arrangements and continuous professional development within a globally recognised organisation committed to exceeding customer expectations.
• Benefit from growth opportunities as you help shape the future of airport technology support, working closely with international colleagues and contributing to a follow-the-sun support model.
  
  

What You'll Do

As an IT Support Team Lead based in Manila, you will be instrumental in establishing a new technical support function that underpins the organisation’s global operations. Your day-to-day responsibilities will centre on guiding your team through complex technical challenges while maintaining exceptional standards of customer care. You will work closely with international colleagues to ensure seamless handovers between regions, manage shift schedules for optimal coverage, and drive continuous improvement through mentoring and training initiatives. By leveraging your experience in ticketing systems and process adherence, you will help create robust workflows that enable efficient issue resolution. Your proactive approach will see you involved in everything from hardware configuration to software deployment—ensuring that every aspect of the support operation runs smoothly. Success in this role means not only meeting but exceeding expectations through diligent oversight, empathetic communication, and unwavering commitment to quality.

• Oversee and guide a technical support team working shifts, ensuring consistently high standards of customer service and technical proficiency across all interactions.
• Manage shift patterns effectively to guarantee continuity of service, providing cover when necessary to maintain seamless operations.
• Embed organisational values into every aspect of the team's culture, fostering an environment built on transparency, accountability, and collaboration.
• Take ownership of recruiting, onboarding, and training new team members from scratch while planning for future expansion as business needs evolve.
• Provide ongoing mentoring and facilitate continual professional development for all support staff, nurturing their skills and confidence.
• Utilise ticketing systems to document issues and resolutions thoroughly, ensuring effective handover between local and global teams for uninterrupted support coverage.
• Prioritise and manage multiple support tickets simultaneously while adhering strictly to change management processes and Service Level Agreements (SLAs).
• Contribute actively to updating and maintaining the knowledge base by creating comprehensive documentation and guides for both internal use and customer reference.
• Assist with software deployment activities including updates and patching to ensure systems remain secure and up-to-date.
• Support hardware setup by imaging PCs, configuring equipment, diagnosing end-user issues, and assisting with network installation tasks such as switch configuration, firewall management, VLANs, IP routing, USB/Serial device troubleshooting.
  
  

What You Bring

Your proven experience as an IT Support Team Lead will be central to your success in this role. You bring deep expertise in managing technical teams within fast-paced environments where empathy and dependability are valued above all else. Your interpersonal skills allow you to connect meaningfully with colleagues across cultures while fostering an atmosphere of trust and mutual respect. You have demonstrated your ability to recruit inclusively—building teams that reflect diverse perspectives—and have shown commitment to ongoing staff development through mentoring programmes. Your comfort with both SaaS solutions and hardware troubleshooting ensures you can provide hands-on assistance whenever needed. Familiarity with Windows systems administration complements your strong networking capabilities; meanwhile, any exposure you have had to cloud platforms or airport-specific technologies will further enhance your contribution. Above all else, your dedication to transparent communication and collaborative problem-solving sets you apart as someone who can inspire others while delivering outstanding results.

• Extensive experience leading teams within technical support or service helpdesk environments where collaboration is key.
• Proven track record managing staff locally in the Philippines while coordinating with global teams for shared success.
• Demonstrated ability to recruit top talent using inclusive practices that promote diversity within the workplace.
• Exceptional spoken and written English language skills; additional language abilities are highly regarded for supporting diverse customers.
• Comfortable providing hands-on technical support across SaaS platforms as well as remote hardware troubleshooting involving multiple products.
• Comprehensive understanding of Windows-based machines including domain equipment management via Active Directory and Windows Server components.
• Solid background in networking fundamentals such as installation/configuration of switches, firewall setup, VLANs/IP routing diagnostics; familiarity with USB/Serial devices is advantageous.
• Experience with cloud infrastructure platforms like Azure or AWS would be beneficial but not essential.
• Exposure to airport or airline software used in operational environments is desirable though not mandatory.
• Ability to obtain travel visa for occasional business trips to the UK as part of your professional development.
  
  

What Sets This Company Apart

This organisation stands out as a trusted partner for airports worldwide by offering cutting-edge technology solutions designed specifically for operational growth. Their commitment to being the first call for clients—whether during periods of need or expansion—reflects a culture built on reliability, transparency, and genuine care for customer outcomes. Employees benefit from an environment where detail-oriented work is celebrated alongside open communication channels that keep everyone informed. The company prioritises accountability at every level while encouraging personal growth through regular training opportunities. Flexible working arrangements allow staff to balance professional ambitions with personal commitments; meanwhile, generous investment in employee development ensures everyone has access to resources needed for long-term success. Joining this team means becoming part of a supportive network dedicated not only to technological innovation but also to nurturing talent within an inclusive framework where every voice matters.

What's Next

If you are ready to make a significant impact by leading a new team at the heart of global airport technology operations—this is your chance!

Apply today by clicking on the link below; take the next step towards joining an organisation that values your expertise and supports your growth.



Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.