Support Services Team Lead
Harris Computer
Date: 3 weeks ago
City: Cebu City
Contract type: Full time
SmartWorks, a division of Harris Utilities, has been serving the utility industry in North America and the Caribbean for 40+ years. Our mission is to unlock the value of the Smart Grid by delivering innovative software and exceptional service to utility companies and their customers.
We’re looking for a Support Services Team Lead with strong technical and leadership experience to guide our support team, ensure top-notch client service, and drive operational excellence.
What You’ll Do
We’re looking for a Support Services Team Lead with strong technical and leadership experience to guide our support team, ensure top-notch client service, and drive operational excellence.
What You’ll Do
- Lead and inspire a support team to deliver excellent customer experiences
- Manage escalations, monitor performance, and foster a culture of collaboration
- Oversee customer support tickets, ensuring timely resolution and clear communication
- Administer and optimize Salesforce, including training, reporting, and automation
- Collaborate across departments to resolve complex challenges and improve processes
- 8+ years of production environment experience
- 5+ years of SQL and team leadership
- Strong background in Linux, networking, firewalls/VPNs, and relational databases (Oracle/PostgreSQL)
- Cloud systems experience (networking, storage)
- Excellent communication, problem-solving, and leadership skills
- Salesforce administration experience
- Knowledge of Java, JSP, or jQuery
- Utility industry or Smart Grid experience
- ITSM/ITIL knowledge
- Fully remote role (Philippines)
- Competitive benefits: 30 days leave, insurance, lifestyle rewards & more
- Work with a passionate, global team making an impact in the utility industry
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