Global IT Helpdesk Lead & Team Coach

Qualfon; Metro Manila; On-site; PHP 502,000 - 837,000; Full time

Job summary

Qualfon in Metro Manila is seeking a qualified supervisor to lead the International Helpdesk team. You will supervise staff, ensure ticket processing and escalation procedures are followed, orient and train the team, and provide high-level IT support.

Key duties include monitoring tickets, conducting daily shift briefings, managing attendance and leaves, approving overtime, and participating in monthly evaluations and initial interviews.

Qualifications

• Experience in supervising helpdesk or IT support teams.
• Knowledge of ticketing systems and escalation processes.

Responsibilities

• Supervise international helpdesk staff and ensure ticket processing and escalation procedures are followed.
• Conduct daily shift briefings and manage attendance and leaves.
• Oversee training orientation and monthly performance evaluations.

Job description

Qualfon in Metro Manila is looking for a qualified supervisor to lead the International Helpdesk team. You will supervise staff, ensure ticket processing and escalation procedures are followed, orient and train the team, and provide high-level IT support.
Key duties include monitoring tickets, conducting daily shift briefings, managing attendance and leaves, approving overtime, and participating in monthly evaluations and initial interviews.