BPO Manager

NTT DATA, Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking an experienced IT Service Desk Supervisor to lead the L1 support team, ensuring high-quality service delivery and effective workload management.

You will mentor staff, manage scheduling, and drive incident response and escalation according to defined SLAs. The role requires 3–5 years in IT support, 1–2 years in supervision, and strong knowledge of Windows/macOS, hardware, networking basics, and ticketing tools like ServiceNow and JIRA.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent).
• 3–5 years in IT Service Desk or technical support roles.
• 1–2 years in supervisory capacity.
• Strong knowledge of end-user support, OS, hardware, and networking basics.
• Proficient with ticketing tools such as ServiceNow and JIRA.

Responsibilities

• Lead and mentor the L1 helpdesk team, manage scheduling and workload.
• Act as escalation point for L1 issues and ensure ticket closure per SLAs.
• Monitor metrics (SLA, FCR, AHT, backlog, CSAT) and drive improvements.
• Prepare regular performance and KPI reports for leadership.
• Promote ITIL processes and knowledge base creation.

Skills

L1 helpdesk supervision

Team leadership

Hardware troubleshooting

Windows/macOS

Ticketing tools

Communication

Multitasking

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

JIRA

Job description

Key Responsibilities

• Team Leadership & Management
  • Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
  • Manage team scheduling, attendance, task allocation, and workload distribution.
  • Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
  • Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.
• Operational Responsibilities
  • Act as primary escalation point for L1 technical issues before forwarding to L2/L3 support.
  • Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
  • Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy.
  • Assist in handling high-priority or major incident tickets as required.
  • Prepare daily/weekly reports on team performance and service desk KPIs.
• Process & Quality Improvement
  • Identify gaps in support processes and develop improvement plans.
  • Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
  • Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
  • Promote consistent application of company policies, procedures, and service standards.
• Customer Service
  • Maintain a strong customer-service mindset across the team.
  • Handle user complaints professionally and ensure issues are resolved promptly.
  • Communicate effectively with end-users, peers, and management during incidents or service outages.

Skills & Qualifications

Required

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 3–5 years of experience in IT Service Desk or technical support roles.
• At least 1–2 years of experience in a supervisory/team-lead capacity.
• Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
• Strong communication, leadership, and conflict-resolution skills.
• Ability to multitask, prioritize, and work under pressure.

Preferred

• ITIL v3/v4 Foundation certification.
• Experience working in 24×7 support environments.
• Familiarity with remote support tools (TeamViewer, RDP, etc.).

Key Attributes

• Strong customer-focus
• Proactive and solution-oriented
• Excellent teamwork and mentoring ability
• High attention to detail
• Analytical and process-driven mindset

Job Segment: Computer Science, Technical Support, Help Desk, Information Technology, Manager, Technology, Management