IT Technical Support Supervisor || ONSITE || Up to 85K

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work® Certified
  


• HR Asia Best Companies to Work for in Asia 2025
  


• HR Asia Most Caring Company Award 2025
  


• HR Asia Diversity, Equity & Inclusion Award 2025
  

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

Job Overview:  

Employment type: Full-time

Shift: TBC

Work setup: ONSITE 

Salary: 75,000 - 85,000

What we offer: 

• Competitive compensation package aligned with your skills and experience
  


• Night differentials pay to help maximize your earnings
  


• Comprehensive HMO coverage, including a free dependent on Day 1
  


• Employee referral program with rewarding incentives
  


• 20 days of annual leave, giving you flexibility to manage your time
  


• Engaging team activities and events to keep work enjoyable
  


• Build strong, high-impact connections with key stakeholders across the business
  


• Take part in client engagement initiatives to elevate your professional experience. 
  

Role Overview:  

The Technical Support Supervisor is responsible for overseeing Tier 0 helpdesk operations, ensuring incoming tickets are triaged accurately, documented properly, prioritized consistently, and escalated appropriately within Woolpert’s helpdesk platform. This role provides day‑to‑day supervision and guidance to Tier 0 technicians while maintaining adherence to standard operating procedures (SOPs), service expectations, and quality standards.

What You’ll Be Working On: 

The supervisor serves as the primary escalation point for Tier 0 issues, supports continuous improvement of triage processes, and partners with Tier 1/2 leadership to ensure smooth ticket flow and operational efficiency.

Supervision & Daily Operations

• Provide daily supervision and support for Tier 0 Technical Support Technicians
  


• Monitor ticket intake and triage activity to ensure workload balance and timely handling
  


• Act as the first point of escalation for Tier 0‑related questions, exceptions, or workflow issues
  


• Ensure consistent application of categorization, priority, and escalation standards 
  

Triage Quality & Process Enforcement

• Ensure tickets are triaged accurately, including:
  

• Correct category and service assignment
  


• Appropriate priority based on impact and urgency
  


• Clear escalation rationale where required
  




• Review tickets for documentation quality and SOP compliance
  


• Identify recurring issues, misclassification trends, or training gaps and address them proactively
  

Escalation & Cross‑Team Coordination

• Serve as the liaison between Tier 0 and Tier 1/Tier 2 support teams
  


• Ensure escalated tickets include sufficient detail to enable efficient resolution
  


• Coordinate with higher‑tier support to refine escalation criteria and feedback loops
  


• Support major incident intake and ensure proper handoff according to established processes 
  

SOPs, Knowledge & Continuous Improvement 

• Ensure Tier 0 staff reference and follow Woolpert’s SOPs and knowledge articles consistently
  


• Partner with leadership to identify opportunities to improve workflows, SOPs, and documentation
  


• Contribute to the creation or refinement of knowledge articles, triage guides, and job aids
  


• Support operational improvements related to ticket quality, response consistency, and user experience