Helpdesk Supervisor - ITIL Incident Lead (Remote)

TTEC; Metro Manila; Remote; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Paid time off

Wellness benefits

Healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TTEC is seeking a Supervisor, Helpdesk-Service Desk to lead incident and problem management from a remote setting in the Philippines. You will drive improvements to the incident management process, ensure SOP adherence, and manage both tactical and technical resources within ITIL-aligned workflows.

The role emphasizes strong client interfacing, trend analysis, and reporting, with opportunities for performance bonuses and benefits as part of a global, inclusive team.

Qualifications

• Incident and problem management policies within ITIL framework.
• Experience using internal ticketing systems for trend analysis and root-cause identification.
• Ability to conduct call reviews and develop improvement plans.
• Ability to negotiate and prioritize incidents (urgency vs. impact).
• Experience coordinating with primary vendors.

Responsibilities

• Provide incident and problem management solutions and drive changes to the incident management process.
• Ensure resources follow SOPs and process flows, creating efficiencies while managing resources.
• Develop and present trend analyses and root-cause reports with actionable insights.
• Review calls and create development plans for staff.
• Coordinate with key vendors to drive resolution and prioritization.

Skills

Incident management

ITIL framework

CRM applications

Client interfacing

Mentoring resources

Trend analysis

Reporting metrics

SOPs development

Call Center Ops management

Tools

Ticketing system

CRM

Job description

TTEC is seeking a Supervisor, Helpdesk-Service Desk to lead incident and problem management from a remote setting in the Philippines. You will drive improvements to the incident management process, ensure SOP adherence, and manage both tactical and technical resources within ITIL-aligned workflows.

The role emphasizes strong client interfacing, trend analysis, and reporting, with opportunities for performance bonuses and benefits as part of a global, inclusive team.