Global IT Helpdesk Supervisor: Lead & Elevate Support

W.R. Grace & Co.; Muntinlupa; Hybride; PHP 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

HMO coverage for day 1

Free HMO for dependents

Educational assistance

Flexible working options

Résumé du poste

Grace Global Business Services (GBS) in Manila is seeking a GHD Supervisor to lead the IT Helpdesk team. You will provide global Level 1 support, mentor staff, and drive operational excellence while serving as a key escalation point in the Global Helpdesk organization.

The role requires a Bachelor’s degree and at least 3 years in a supervisory IT support role, with strong knowledge of Windows, Office, VPN, and ServiceNow. Hybrid work arrangements are available to support business needs.

Qualifications

• Bachelor’s degree in IT, CS, Eng, Business, or related field.
• Minimum 3 years supervisory IT support experience.
• Experience with enterprise helpdesk operations in a corporate environment.
• Experience with ITSM platforms, preferably ServiceNow.
• Strong troubleshooting of Windows, Office, Outlook, VPN, mobile devices, printers, telephony, and collaboration tools.
• Excellent English communication skills.
• Ability to work in a hybrid or onsite environment as needed.

Responsabilités

• Lead Helpdesk Specialists and Senior Specialists with coaching and development.
• Monitor performance, service levels, and customer satisfaction metrics.
• Serve as primary escalation point for complex issues.
• Drive process improvements and automation opportunities.
• Oversee daily Helpdesk operations including tickets, calls, emails, and escalations.

Connaissances

Supervisory experience

ServiceNow

ITSM platforms

Windows support

Microsoft Office

VPN connectivity

Collaboration tools

English communication

Formation

Bachelor's degree

Outils

Azure environments

ITSM tools

Description du poste

Grace Global Business Services (GBS) in Manila is seeking a GHD Supervisor to lead the IT Helpdesk team. You will provide global Level 1 support, mentor staff, and drive operational excellence while serving as a key escalation point in the Global Helpdesk organization.

The role requires a Bachelor’s degree and at least 3 years in a supervisory IT support role, with strong knowledge of Windows, Office, VPN, and ServiceNow. Hybrid work arrangements are available to support business needs.