JOB DESCRIPTION:
We are looking for a Helpdesk Support Lead who will be responsible for overseeing the delivery and performance of IT services and operations and ensuring the adherence of professionalism and expansion of all activities done by the help desk team. You will also be responsible in creating and implementing support to all customers? queries, assesses team performance, and redefines customer services with the support of management.
KEY RESPONSIBILITIES:
Manage Service Level Agreements (SLAs) for responsiveness, completeness of solutions provided, and user satisfaction
Provide service desk, client systems configuration, solutions documentation, and IT operations support
Collect and produce impeccable operational data in an efficient manner
Ensure the team has the proper tools, training, and mentorship required to succeed from both a technical and non-technical perspective.
Provide ownership and quick resolutions for any notifications
Monitor Service Desk metrics to evaluate and improve performance
Establish and optimize schedules to keep staff coverage and service in line with forecasted demands
Be responsible for monitoring agent calls, analyzing performance, and providing feedback for process improvement in quality and service standards
Act as an effective escalation point of contact for all issues and requests
Ensure a smooth day-to-day operation through daily check-upsConduct performance review for all direct reports
Identify areas of improvement and implement initiatives
QUALIFICATIONS:
At least five (5) years of supervisory experience.
Proven ability to communicate in both user-friendly and technical language with all levels of an organization
Strong time management, change management, analytical, and problem-solving skills
Knowledge in creating reports for business reviews
Ability to learn new technologies on the fly in a dynamic environment
Team player attitude with a high level of productivity
Strong interpersonal and organizational skills
Good communications skills ? written and verbal.
Previous experience in a 24/7 support environment.
Willing to work onsite in Cebu City.
Amenable to work on different shifts, holidays, and weekends.
Experience in supporting Australian clients is a plus.
BENEFITS:
Remuneration commensurate with experience
Healthcare benefits for employee and qualified dependents
Group Life Insurance
Leave benefits
Day Shift - 8 hours per day, 5 days per week
