Global IT Helpdesk Supervisor — Automation & Support

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

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.