BPO Manager

NTT DATA, Inc.; Quezon City; On-site; PHP 420,000 - 780,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is seeking an experienced L1 Helpdesk Supervisor to lead a dynamic support team in Manila.

The role focuses on delivering high-quality IT support, supervising daily operations, and driving process improvements across incident and request management. The ideal candidate has 3–5 years in IT service desk and at least 1–2 years in a supervisory role, with strong communication, leadership, and problem-solving skills.

Qualifications

• Bachelor’s degree in IT, CS or related field or equivalent experience.
• 3–5 years in IT Service Desk or technical support.
• 1–2 years supervisory/team-lead experience.
• Experience with end-user hardware, OS, networking basics, and ticketing tools.

Responsibilities

• 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 to enhance skills and productivity.
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, CSAT) and take corrective actions.
• Act as primary escalation point for L1 issues before forwarding to L2/L3 support.
• Ensure prompt response, troubleshooting, and closure of tickets per SLAs.
• Oversee ticket quality—validate categorization, documentation, and follow-up.
• Assist in handling high-priority or major incident tickets.
• Prepare daily/weekly reports on team performance and KPIs.

Skills

End-user support

Hardware troubleshooting

Windows

Mac OS

MS Office

Networking basics

Ticketing tools

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