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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced technical ability in managing large teams for end-user technology support, with a strong focus on project management, vendor relationship management, and customer service excellence. Capable of developing strategies and action plans to enhance service delivery and ensure compliance with organizational standards.
Highest-signal resume keywords
Project Management of IT Product SupportVendor Relationship ManagementAdvanced Analytical SkillsExceptional Communication SkillsTeam Leadership in Technology Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Advanced Technical AbilityDecision-Making AbilityCustomer Issue ResolutionEnd-User Support Metrics ManagementAction Plan DevelopmentTechnology Support ImplementationSLA AdherenceAsset ManagementProject ManagementAnalytical Skills
Soft Skills
Exceptional Customer Service AttitudeInterpersonal SkillsOrganizational SkillsTime Management SkillsAbility to Work Independently
Certifications & Qualifications
Bachelor's Degree or Equivalent Work Experience
Industry Keywords
Technology SupportStakeholder EngagementOperational OversightContinuous ComplianceCustomer Satisfaction
About the role
Key responsibilities & impact- Lead on-site technology support for customers across a large geography, office or multiple sites
- Manage a large team performing high-level technology support activities for end users
- Manage staff and ensure end-user support metrics and performance standards are achieved
- Coordinate resources and team initiatives to meet customer needs
- Facilitate implementation and support of defined technical solutions
- Anticipate technology support issues and develop solutions
- Develop action plans and strategies and oversee team use of tools, techniques and standards
- Analyze decisions and mentor others through solution processes
- Build relationships with senior management and stakeholders
- Liaise between OSTS and supported customers
- Lead projects through successful completion
- Manage vendor relationships, SLA adherence and local vendor contracts
- Document and track inquiries, coordinate responses and follow up on customer satisfaction
- Maintain understanding of the firm's business, organization, strategy and technology services
- Provide technical consultation to senior EY Technology management
- Provide out-of-hours service and travel within the supported geography as required
- Serve as primary OSTS Lead for the GDS Cebu Center, providing local technology leadership, stakeholder engagement and operational oversight
- Drive implementation, governance and continuous compliance of OSTS processes, support services, asset management and vendor engagements
- Physically work in an EY office
Requirements
What you’ll need- Advanced analytical skills to address major end-user incidents
- Ability to work independently with limited oversight
- Decision-making ability to prioritize OSTS team work and service delivery approaches
- Advanced technical ability to resolve customer issues
- Ability to coordinate daily activities of a large team across different locations, including virtual interaction
- Experience managing hiring, development and counselling
- Demonstrated experience in project management of IT product support
- Exceptional communication, interpersonal, organizational, project and time management skills
- Exceptional customer service attitude
- Vendor relationship management experience
- Ability to manage multiple projects simultaneously in a fast-paced environment
- Ability to establish strong relationships with local office and engagement leadership
- Proficiency communicating with team members, supervisors and peers
- At least 6 years of leading large teams in customer software, hardware and technology support
- Bachelor's degree or equivalent work experience is desirable
Benefits
Comp & perks- Continuous learning and development opportunities
- Tools and flexibility to make a significant impact
- Leadership insights, coaching and confidence-building
- Diverse and inclusive culture
- Reasonable accommodations for individuals with disabilities
- Flexible working arrangements
- Physical, emotional, financial and social well-being benefits (availability varies by country)
- Opportunity to work in a highly integrated, globally diverse team