GHD Supervisor

W. R. Grace; Muntinlupa; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

14th month pay

HMO for employees day 1

LinkedIn Learning Access

Performance incentive program

Educational assistance

Job summary

Grace Global Business Services (GBS) in Manila is seeking a GHD Supervisor to lead a global Level 1 Helpdesk team. This role drives operational excellence, knowledge management, and continuous improvement while serving as a technical leader within Global Helpdesk operations.

The ideal candidate has 3+ years in supervisory IT support, strong Windows/Office expertise, and ServiceNow experience. Hybrid work options and competitive benefits are offered.

Qualifications

• Minimum of 3 years in a supervisory or team-lead IT support role.
• Experience leading enterprise helpdesk operations in a corporate environment.
• Strong English communication and interpersonal skills.
• Experience using ServiceNow for incident, request, and knowledge management.
• Bachelor’s degree in IT/CS/Eng/Business or related field.

Responsibilities

• Lead, coach, and develop Helpdesk Specialists through regular feedback and performance discussions.
• Monitor team performance, service levels, and customer satisfaction metrics.
• Serve as the primary escalation point for complex issues and ensure timely resolution.
• Conduct quality audits to ensure adherence to standards and procedures.
• Partner with IT stakeholders to drive process improvements and automation.
• Oversee daily Helpdesk operations including tickets, calls, emails, and escalations.

Skills

Team leadership

Customer service

IT troubleshooting

ServiceNow knowledge

Windows & Office

Hybrid work

Education

Bachelor’s degree in IT/CS/Eng/Business

Tools

ServiceNow

Azure

VPN

ITSM

Job description

Job Description:

About Grace

Grace,established in 1854, is a Standard Industries company and a leading global supplier ofspecialty chemicalsand solutionsthat enableindustriesto enhance modern life. Our customers use ourcatalysts, engineered materials, process technologiesand fine chemicalsto manufacture everyday products–like renewable fuels, pharmaceuticalsandfood packaging– better, faster and smarter. Our thousands of employeeswork toharness the power ofsciencefor a better worldat our global headquarters in Columbia, Maryland and locations worldwide.

Grace Global Business Services (GBS)

At Grace Global Business Services (GBS) in Manila, Philippines, our teams play a critical role in supporting the organization’s worldwide operations. For more than a decade, GBS has been a trusted partner, delivering expertise in shared services, process excellence, and digital enablement. Our team members support business lines and functions across Grace, including Finance, Human Resources, Information Technology, Procurement, Supply Chain and more.

At GBS, you’ll have the opportunity to make an impact—working alongside global colleagues to help shape the chemical manufacturing industry. You’ll be part of a collaborative, team-oriented culture where safety comes first. We prioritize your well-being by offering competitive benefits and flexible working options that help you thrive. Here, you’ll find meaningful ways to grow your career, whether deepening your expertise in your field or exploring new roles.

Job Description

Grace is seeking a GHD Supervisor to join our Information Technology team in Manila. This reports to the Global Helpdesk Manager and is responsible for leading a team of Helpdesk Specialists providing global Level 1 technical support to Grace employees. The supervisor will drive operational excellence, customer satisfaction, knowledge management, workforce effectiveness, and continuous improvement initiatives while serving as a key escalation point and technical leader within the Global Helpdesk organization.

Responsibilities

• Lead, coach, and develop Helpdesk Specialists and Senior Specialists through regular feedback, performance discussions, and development planning.
• Monitor team performance, workload, service levels, quality metrics, and customer satisfaction results.
• Serve as the primary escalation point for complex technical and service-related issues.
• Conduct quality audits and reviews to ensure adherence to service standards and operating procedures.
• Partner with IT stakeholders to identify and implement process improvements, automation opportunities, and service enhancements.
• Oversee daily Helpdesk operations, including tickets, calls, emails, escalations, and queue management.
• Support work transitions, system implementations, and new technology rollouts while ensuring operational readiness.
• Manage the Helpdesk Knowledge Management program and ensure support documentation remains accurate, relevant, and current.
• Act as a subject matter expert for ServiceNow and other Helpdesk tools while coordinating with vendors and support partners as required.
• Provide operational support during peak volumes, major incidents, project deployments, and onboarding activities.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• Minimum of 3 years of experience in a supervisory, team lead, or senior IT support role with demonstrated responsibility for coaching, developing, mentoring, or directing the work of others.
• Experience supporting and leading enterprise helpdesk operations in a corporate environment.
• Demonstrated experience driving team performance, providing feedback, managing service delivery expectations, and fostering accountability within a support organization.
• Experience utilizing ITSM platforms, preferably ServiceNow.
• Strong technical troubleshooting experience supporting Windows operating systems, Microsoft Office applications, Outlook, VPN connectivity, mobile devices, printers, telephony systems, and collaboration tools.
• Experience monitoring operational performance, workforce capacity, and service metrics.
• Strong analytical, problem-solving, customer service, and communication skills.
• Excellent verbal and written English communication skills.
• Ability to work in a hybrid or onsite environment as business needs require.

Preferred Qualifications

• ITIL v4 Certification.
• Lean Six Sigma Yellow Belt Certification.
• Experience with Incident, Problem, Change, and Knowledge Management processes.
• Experience driving automation, technical enablement, and process improvement initiatives.
• Background in project management, workforce planning, or real-time operations monitoring.
• Experience supporting Azure environments and enterprise collaboration technologies.
• Previous experience conducting performance discussions, developing team members, or managing employee performance

Benefits

• Guaranteed 14th month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.