DME Service Solutions
get in touch
  • Careers, Philippines

Senior Technical Support Supervisor

Apply to Position
View Openings
  • Company: DME Service Solutions
  • Job Posting Title: Senior Technical Support Supervisor
  • Reports to: Operations Manager
  • Location: Hybrid
  • Country: Philippines
  • Region: Greater Metro Manila Area

About DME Serve:

Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors

Description

Key Responsibilities

1. Team Leadership & Performance Management

  • Lead, coach, and develop a team of Tier 2 Technical Support Engineers
  • Conduct regular:
    • Performance reviews
    • Coaching sessions
    • Skill development plans
  • Drive accountability for:
    • SLA adherence
    • Resolution quality
    • Customer experience
  • Manage staffing, scheduling alignment, and productivity targets in collaboration with WFM

2. Technical Oversight & Escalation Management

  • Act as the primary escalation point for complex technical issues
  • Provide guidance on:
    • Hardware diagnostics (PC components, peripherals, sensor systems)
    • Software and OS issues (Windows, drivers, system performance)
    • Networking (VPN, DNS, DHCP, latency, firewall issues)
  • Ensure proper:
    • Root Cause Analysis (RCA)
    • Documentation for engineering escalation
  • Review high-impact or recurring incidents and drive resolution strategies

3. Service Delivery & Operational Excellence

  • Ensure consistent delivery of support services across:
    • Phone, chat, ticketing, and remote tools
  • Monitor and improve:
    • First Contact Resolution (FCR)
    • Mean Time to Resolution (MTTR)
    • Customer Satisfaction (CSAT)
  • Own and report on team KPIs during:
    • Weekly reviews
    • Monthly business reviews (MBRs)
    • Quarterly business reviews (QBRs)

4. Process Improvement & Quality Management

  • Identify trends from:
    • Support tickets
    • Logs and telemetry
    • Customer feedback
  • Drive continuous improvement initiatives:
    • Reduce repeat incidents
    • Optimize troubleshooting workflows
    • Improve knowledge base content
  • Partner with QA to ensure consistency in:
    • Case handling
    • Documentation quality
    • Customer communication standards

5. Client & Stakeholder Management

  • Serve as a key operational contact for client stakeholders
  • Provide insights on:
    • Service performance
    • Incident trends
    • Risk areas and improvement plans
  • Collaborate with clients on:
    • Process improvements
    • Training initiatives
    • Volume forecasting and readiness

6. Knowledge Management & Enablement

  • Ensure the team maintains accurate and up-to-date:
    • Knowledge base articles
    • Troubleshooting guides
    • Standard operating procedures (SOPs)
  • Support onboarding and upskilling of new hires
  • Lead technical training sessions on:
    • New systems
    • Tools
    • Emerging issues

6. Technical Environment Oversight

Ensure team capability and delivery across systems involving:

  • Simulator hardware and computing systems
  • Sensors, cameras, and peripheral devices
  • Proprietary applications and software platforms
  • Networking and connectivity environments
  • System integrations and performance dependencies

Required Qualifications

Experience

  • 5+ years of hands-on technical support experience (Tier 2 or higher)
  • 3+ years in a supervisory or team leadership role in a technical support environment
  • Experience in:
    • BPO, Managed Services, or Service Desk environments
    • Supporting complex, multi-component systems (hardware + software + network)

Technical Expertise

Strong working knowledge of:

  • Windows OS (Windows 10/11)
  • Hardware troubleshooting (PCs, peripherals, AV devices)
  • Networking:
    • TCP/IP, DNS, DHCP
    • VPN and remote access
    • Latency and connectivity diagnostics
  • Software support:
    • Installation, patching, compatibility troubleshooting
  • Log analysis and system diagnostics
  • Ticketing systems (e.g., Salesforce, ServiceNow, Zendesk)
  • Simulator experience is preferred

Leadership & Operational Skills

  • Proven ability to:
    • Lead and motivate technical teams
    • Manage escalations in high-pressure environments
    • Drive SLA/KPI performance
  • Strong analytical skills:
    • Data interpretation
    • Trend analysis
    • Action planning
  • Excellent stakeholder management and communication skills

Education & Certifications

  • Bachelor’s degree preferred (IT, Engineering, or related field)
  • Certifications are highly preferred:
    • ITIL
    • CompTIA (A+, Network+)
    • Microsoft Certifications
    • Other relevant technical certifications

Language Skills

  • Strong English communication skills (written and verbal)
  • Ability to:
    • Explain complex technical concepts in simple terms
    • Communicate effectively with technical and non-technical stakeholders

Follow us on
Instagram
Facebook Careers
Tiktok

DME Service Solutions