•Bedroq has teams of Support experts, field engineering, and cloud engineering services, with a support team in Manilla of over 20 people. We have embarked on a new era for our Support Services team, investing heavily in skills, personal development, and support excellence, part of this journey includes the formation of a new to Bedroq support model – Intelligent Swarming.
•We have never had a Team Lead role like this before, it’s a totally new role, with the aim of launching successful support “swarms” focused on sets of customer accounts, with each swarm owning the resolution of support incidents and requests, without the need to escalate through different tiers in support.
•The aim is to instill each swarm member with autonomy, owning the issue from start to finish, creating and collaborating with knowledge gained, and knowledge shared amongst the team. People will be measured by how much they contribute to the team, assists, building up others, rather than just how many tickets they have closed each week.
•We have the concept, this role will make it a reality, taking what we have now, and embedding new metrics, new standards of high-class support, with the team member at the heart of the new model, enhancing customer satisfaction as a result.
•You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
•Making sound decision-making and flexibility to ensure team dynamics and productivity.
•Hybrid work setup
•Competitive salary and benefits
•HMO + free dependent
•Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
•Diverse learning & growth opportunities
•Accessible Cloud HR platform (Sprout)
•Above standard leaves
•Completed reading-in on all customer environments the swarm supports and can navigate ConnectWise/ticketing tooling independently.
•Attended and understands current POD for Blue team, escalation paths, and resolver group structure; has run at least one huddle solo/co-piloted.
•Built working relationships with the Service Desk Manager, Engineering, and PMO; knows who to go to for what.
•Baseline understanding established of current team metrics: SLA %, FCR %, CSAT, utilization; can explain current position and required movement from POD to swarm model.
•Creation of and independently running daily swarm huddles, allocating work and keeping the team focused on priority/at-risk tickets.
•Actively facilitating live swarms as technical escalation point; engaging the right expertise at the right time without becoming a bottleneck.
•Identified at least one individual development need per engineer and started informal on-the-job coaching.
•First contributions logged into the CSI/Continual Improvement Register from swarm learnings.
•Swarm utilization trending toward the ≥30% target for eligible incidents resolved via Intelligent Swarming.
•At least one full Post Incident Report cycle completed and evidenced, including KCS/KB update and sharing of learnings, for a major swarm.
•Demonstrated Shift Left progress with measurable movement of resolution ownership from Engineering toward Service Desk.
•New engineer onboarding successfully supported end-to-end (reading-in, access, ramp-up) for at least one joiner.
•SLA Attainment (First Response & Resolution) consistently at or above 95% across the swarm.
•First Contact Resolution at 75%+ (year-1 target), with clear KCS adoption trajectory toward 80%.
•CSAT sustained at 8.5+, contributing positively to NPS trend (30+ moving toward 50+).
•Demonstrated reductions in Repeat Incident Rate (15%), MTTR (15%), and unnecessary Resolver Group Transfers (20%), with knowledge reuse up 20% via KCS participation.
•Experience: 4+ years' experience in technical support, preferably L3 level
•Leadership: At least 1.5 years as Supervisor / Team Lead in Service Desk or IT Support
•Service Management: Strong experience managing SLA/KPIs and service performance
•Escalations: Experience handling escalations and acting as technical escalation point
•Microsoft: Hands-on support across Windows, Office 365, Azure AD/MFA
•Windows Server: Experience with Windows Server
•Customer Management: Experience managing customers and maintaining high CSAT
•Reporting: Weekly/monthly service performance reporting experience
•Scale: Experience supporting environments with 100+ users
•Cloud: Azure required; AWS and NSX-T exposure
•Infrastructure: Basic to intermediate VMware, storage, backup and networking support
•Intelligent Swarming: Exposure to Intelligent Swarming and Incident/Change Management
•ITIL: ITIL framework experience
•Certifications: ITIL, PRINCE2, Microsoft, Citrix, or Apple certifications
•Projects: Experience with technology migration projects
•Vmware: vSphere, ESX, vCenter
•Scripting: Python and/or PowerShell
•Telephony: VoIP/SIP telephony system support
•Apple: Apple Mac OS support experience