Development & Support Team Leader

What you'll do:

The Team Leader (Integrated OS) – Development & Support role leads and manages ChandlerCX's Integrated OS- based Development & Support function.

The role acts as the primary Integrated OS-based stakeholder escalation point and operational lead, owning day-to-day support operations, help desk performance, service governance, reporting and team coordination.

The role works closely with the Head of Delivery & Development and Delivery Manager (Delivery & Development Team) and Chief Product Officer and Associate Product Manager (Product Team) to align support, development and business priorities and ensure Integrated OS resources are focused on the highest-value operational and client outcomes.

Key responsibilities for this role include:

Integrated OS Operations & Team Leadership

• Lead and manage the Integrated OS Development & Support team.

• Act as the primary escalation point for operational, technical and service-related issues.

• Allocate work across support, maintenance, project and development activities.

• Monitor team workload, performance and capacity.

• Support coaching, development and knowledge sharing across the team.

Help Desk & Support Management

• Own the day-to-day operation of Chandler's Help Desk and support services.

• Manage support queues, priorities, escalations and workload distribution.

• Ensure incidents, service requests and problems are managed within agreed SLAs.

• Lead major incidents from triage through to resolution and stakeholder communication.

• Record and report on service performance, trends and recurring issues.

• Coordinate permanent fixes for recurring support issues.

Development Coordination & Delivery

• Coordinate Integrated OS development and enhancement activities.

• Support the Delivery Manager (D&D) and Associate Product Manager (Product) in managing priorities and workload planning.

• Monitor delivery commitments and escalate risks early.

• Coordinate resources across support and project work to ensure client and business commitments are met.

• Promote effective testing, release and change management practices.

Stakeholder Management & Governance

• Represent Integrated OS within Chandler CX and attend internal stand-ups, planning sessions and operational meetings.

• Work closely with the CPO, HODD, Product and D&D teams to coordinate priorities and resolve dependencies.

• Provide regular reporting on support performance, team workload, risks and service quality.

• Contribute to operational planning and continuous improvement initiatives.

Documentation & Knowledge Management

• Maintain support procedures, operational documentation and knowledge articles.

• Reduce key-person dependencies through documentation and cross-training.

• Ensure operational processes remain documented and current.

Successful candidates must have:

Essential

• 5+ years' experience in application support, software development, service delivery or technology operations.

• Previous experience leading, mentoring or coordinating technical teams.

• Experience running a help desk or support function, including queues, SLAs, escalations and reporting.

• Strong understanding of incident, problem and change management processes.

• Experience managing competing priorities across support, operational and project-based work.

• Strong stakeholder management and communication skills.

• Experience developing and maintaining operational procedures and service standards.

• Experience working closely with technical and non-technical stakeholders.

Desirable

• Experience within a SaaS, managed services, software development or technology services environment.

• Experience with Azure DevOps, Jira, Service Desk or similar support platforms.

• Familiarity with ITIL service management principles.

• Understanding of software development lifecycles and agile delivery practices.

• Experience supporting customer-facing platforms or business-critical systems.

• Experience working within regulated industries.

Work Arrangements:

• Schedule: 6:00 AM - 3:00 PM (Philippine Time)

• Work Setup: Work Onsite

• Location: Parkway Corporate Center, Alabang, Muntinlupa City

What's in it for YOU?
At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.

• Career Growth & Development: Work alongside international clients and gain valuable experience.

• Work-Life Balance: Our innovative activities, open communication channels and commitment to incclusivity make everyday exciting and rewarding!

• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.

Your seat awaits! Be part of our thriving team and CLICK APPLY!