TheIT SupportLead leadsDTN's internal Tier 1 IT support function, ensuring reliable, responsive, and high-quality support experiences for employees across the organization. This roleis responsible foroverseeing day-to-day support operations, managing team performance, coordinating internal notifications, and drivingescalation ofworkflows during system issues and outages. Reporting to the Cloud & Operations Platform Manager, the IT Support Manager plays a critical role inmaintainingoperational continuity and employee productivity.

What you will be responsible for:

Team Leadership & Operations

• Lead, mentor, and manage the Tier 1 IT support team, including hiring, performance reviews, and professional development.
• Establish and enforce support standards, SLAs, and best practices to ensure consistent, high-quality service delivery.
• Oversee daily ticket queue management and workload distribution across the support team.
• Conduct regular team meetings, one-on-ones, and training sessions to build team capability and engagement.

Incident Management & Escalation

• Own and manage the internal notification and escalation process for system issues, outages, and service disruptions.
• Serve as the primary point of contact for high-priority and escalated incidents, coordinating swift resolution across technical teams.
• Define andmaintainescalation paths, runbooks, and communication templates for outage notifications.
• Monitor system health and alert channels (including Datadog) to proactivelyidentifyand respond to emerging issues.

Process Improvement & Reporting

• Track, analyze, and report on support metrics including ticket volume, resolution times, and SLA adherence.
• Identifyrecurring issues and partner with engineering and infrastructure teams to address root causes.
• Maintain and improve internal IT documentation, knowledge base articles, and SOPs in Confluence.
• Continuously evaluate and improvesupporttooling, processes, andworkflowsto increase team efficiency.

Collaboration & Stakeholder Communication

• Partner with the Cloud & Operations Platform Manager and cross-functional teams to align IT support with broader operational goals.
• Communicate clearly and proactively with internal stakeholders during incidents and planned maintenance windows.
• Represent the IT support function in cross-departmental planning and project discussions.

​​What you will bring to the role:

• 6-8+years of experience in Tier 1 IT support or higher, with at least 1–2 years in a team lead or management capacity.
• Proven experience managing IT support operations including ticket management, escalation handling, and SLA adherence.
• Strong understanding of internal IT support processes, incident management, and outage communication best practices.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated leadership ability with experience managing and developing technical support teams.
• Willing to work mid-shift or night-shift

Preferred

• Familiarity with Datadog for system monitoring and alerting.
• Experience with JIRA for ticket tracking and project management workflows.
• Proficiencywith Confluence for documentation and knowledge base management.
• Experience working within a cloud-focused or SaaS technology organization.

What you can expect from DTN Manila:

• Competitive Salary
• Generous PTO
• Flexible work arrangements
• Healthcare coverage extended to three dependents on day one of employment
• Retirement plan
• Unlimited access to 13k+ courses via learning platform to support employee career advancement
• Employee Assistance Program (EAP)

DTN Philippines Inc. is proud to be certified as a Great Place to Work (2026), a testament to our global commitment to creating a positive workplace culture.

Compensation:

The targeted hiring base pay range for this position is between PHP 133,890 and PHP 178,520 monthly. DTN is a pay-for-performance organization, which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors, including but not limited to prior work experience, training/education, transferable skills, business needs, internal equity, and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market-competitive variable pay and benefits.

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