{"id":3969876,"url":"https://alion.io/job/cai-technical-support-lead","title":"Technical Support Lead","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":25,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ISO 27001","optional":false},{"name":"Service Desk","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-11-09T15:43:01Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T21:53:20Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Technical Support LeadReq number:\nR8906Employment type:\nFull timeWorksite flexibility:\nOnsiteWho we are\nCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.\nJob Summary\nWe are looking for a motivated Technical Support Lead ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move, apply now.Job Description\nWe are seeking an experienced Technical Support Lead to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will be full-time and onsite in Ermita, Manila.\nWhat You'll Do\nSupervise and coordinate the activities of the onsite IT support team\nMonitor ticket backlogs, workload distribution, and service level performance\nEnsure compliance with agreed service level targets and IT service management processes\nManage resource scheduling, attendance tracking, and support coverage requirements\nCoordinate incident escalations and operational concerns with IT management\nPrepare and submit service performance metrics, operational reports, and service reviews\nProvide first-level technical support for incidents and service requests\nTroubleshoot hardware, software, operating system, printing, connectivity, and productivity application issues\nEscalate unresolved technical issues to internal support teams or third-party vendors as needed\nSupport meeting room and collaboration technologies, including video conferencing equipment, displays, projectors, audio devices, and related peripherals\nUtilize Freshservice to manage incidents, service requests, projects, inventory records, reporting, and knowledge base updates\nEnsure all support activities are documented accurately and maintained in accordance with service management processes and service level agreements\nInstall, configure, deploy, and support desktop and laptop devices\nInstall and maintain approved operating systems and standard software packages\nPerform hardware diagnostics, troubleshooting, preventive maintenance, and device health checks\nCoordinate equipment repairs, warranty claims, and replacement activities with authorized service providers\nSupport deployment, refresh, and replacement of end-user computing devices\nPrepare, configure, and deploy workstations and peripherals for new employees\nSupport onboarding and offboarding activities, including equipment issuance and retrieval\nMaintain compliance with asset issuance, accountability, and inventory management procedures\nPerform asset tagging and maintain accurate inventory and asset movement records\nTrack warranties, repairs, replacements, and asset lifecycle activities\nConduct periodic physical inventory verification and support asset retirement and disposal processes\nProvide first-level troubleshooting for LAN, Wi-Fi, printer, and endpoint-related issues\nSupport endpoint security initiatives, compliance requirements, software deployment, patch management, and maintenance activities\nEscalate infrastructure-related issues to appropriate technical support teams\nProvision, maintain, transfer, and deactivate PABX telephone extensions\nInstall, configure, relocate, test, and troubleshoot desk phones, IP phones, and telecommunications equipment\nConfigure and support company-issued mobile devices and communication tools\nInstall and maintain Microsoft 365 applications, business software, security controls, and mobile device management solutions\nTroubleshoot telecommunications, internet, voice, and mobile service issues while coordinating with service providers when necessary\nMaintain accurate service desk documentation, troubleshooting records, and support procedures\nCreate and update knowledge base articles and technical documentation\nProvide support for additional workplace technology and end-user computing initiatives as required\nEnsure adherence to information security policies, data privacy requirements, and applicable ISO 27001 controls\nWhat You'll Need\nRequired:\nGraduate of a Computer Science, Information Technology, Information Systems, or related technical discipline preferred\nAt least 1 year of technical support, desktop support, or end-user services experience\nExperience using Freshservice for incident management, service requests, inventory management, reporting, and analytics\nHands-on experience supporting Microsoft 365 environments\nKnowledge of PABX administration, telephony support, and mobile device management (MDM) solutions\nExperience supporting desktops, laptops, printers, peripherals, collaboration technologies, and endpoint devices\nStrong troubleshooting and problem-solving skills across hardware, software, networking, and telecommunications technologies\nAbility to coordinate support activities, manage service requests, and meet service level expectations\nStrong documentation, reporting, communication, and customer service skills\nUnderstanding of IT service management practices, asset management processes, and information security requirements\nAbility to work onsite and support business-critical technology operations\nPreferred:\nPrevious leadership, team lead, or supervisory experience within an IT support environment\nProfessional certifications related to technical support, Microsoft technologies, IT service management, networking, or endpoint administration\nExperience working within ISO 27001-aligned environments\nPhysical Demands\nAbility to safely and successfully perform the essential job functions\nSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.\nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\nReasonable accommodation statement\nIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to  (888) 824 - 8111.","description_format":"text","description_chars":6539,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","IT Staffing & Staff 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