Help Desk Queue Lead — SLA & KPI Performance

TaskUs; Las Piñas; On-site; PHP 350,000 - 550,000; Full time

Job summary

TaskUs is seeking a Queue Management Specialist to oversee incident queues and support operations. You will triage, assign, and allocate resources in real time to ensure SLOs are met and customer satisfaction remains high.

You will work with a US leadership team and Help Desk staff to document processes, manage KPIs, and report on service metrics. This role requires strong English communication and knowledge of ITSM tools.

Qualifications

• Bachelor's degree in CS/CE/Engineering Communications or equivalent.
• ITIL qualifications and MCP certifications are a plus.

Responsibilities

• Lead queue management to meet Help Desk KPIs and SLOs.
• Coordinate incident dispatch with technical staff for efficient resolution.
• Triage emails and oversee daily Help Desk activities.
• Allocate resources in real time to meet support demands.
• Provide weekly status reports on resource allocation and performance.
• Collaborate with US leadership to ensure objectives and SLOs are aligned.
• Document problems and solutions for customers and staff.
• Maintain high levels of customer satisfaction through effective operations.

Skills

IT support experience

Time management

Project management

Customer service

Written communication

Verbal communication

Analytical thinking

Problem solving

Documentation

Adaptability

Education

Bachelor's degree in CS/CE/Engineering Communications

ITIL qualifications and MCP certifications (a plus)

Tools

ITSM tools

Job description

TaskUs is seeking a Queue Management Specialist to oversee incident queues and support operations. You will triage, assign, and allocate resources in real time to ensure SLOs are met and customer satisfaction remains high.

You will work with a US leadership team and Help Desk staff to document processes, manage KPIs, and report on service metrics. This role requires strong English communication and knowledge of ITSM tools.