Global IT Helpdesk Lead – End-User Computing

Qualfon Philippines; Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

Qualfon Philippines is seeking a capable supervisor for its International IT Helpdesk team. The role focuses on guiding staff in ticket processing, escalation procedures and proactive service to clients across regions.

You will train and orient team members, conduct simulations, monitor ticket updates via Email, Phone, or IM, and report to the IT Manager. Attendance, overtime and performance evaluations are also part of the responsibilities.

Qualifications

• College graduate of IT related courses or its equivalent.
• 2 to 4 years work experience in applied IT or related fields.

Responsibilities

• Supervise International Helpdesk staff in ticket processing and IT escalation procedures.
• Orient, train and communicate duties to IT Helpdesk staff.
• Conduct periodic simulations to test incident response capabilities.
• Provide high-level IT support and monitor ticket updates via Email, Phone, or IM.
• Submit reports to IT Manager and monitor attendance, overtime and leaves.
• Conduct monthly evaluations of Helpdesk staff.
• Conduct initial interviews for hiring International Helpdesk staff.

Skills

Supervisory experience

IT Helpdesk knowledge

Escalation procedures

Communication & training

Education

College degree in IT or related field

Tools

Ticketing system

Skype/IM tools

Email/Phone communications

Job description

Qualfon Philippines is seeking a capable supervisor for its International IT Helpdesk team. The role focuses on guiding staff in ticket processing, escalation procedures and proactive service to clients across regions.

You will train and orient team members, conduct simulations, monitor ticket updates via Email, Phone, or IM, and report to the IT Manager. Attendance, overtime and performance evaluations are also part of the responsibilities.