Helpdesk Team Lead (Corporate, AU, Officebased)

ConnectOS; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

ConnectOS in Manila is seeking a Helpdesk Lead to guide L0/L1 support across IT, HR, Payroll, and Facilities. You will resolve issues via the Knowledge Base or reassign and follow up with internal teams until closure. This is a non-technical, process-driven ownership role.

You will train the Helpdesk team, manage KPIs/SLAs, escalate to Resolver Groups, ensure tickets meet SLA, maintain the KB, and perform off-peak data entry and audits.

Qualifications

• Experience with ticketing systems and knowledge base articles.
• Strong communication and stakeholder management.
• Good organisational skills and multitasking ability.
• Empathy and people skills for diverse employees.
• Background in support or hospitality preferred.

Responsibilities

• Provide guidance and training to Helpdesk team and adhere to KPIs/SLAs.
• Escalation for all departments as it relates to the Helpdesk.
• Knowledge-Based Resolution: Solve queries using standard documentation for One-Touch fixes.
• Ticket Ownership & Escalation: Reassign undocumented issues to specialized Resolver Groups.
• Proactively follow up with departments to ensure tickets are closed within SLA; keep employees updated.
• KB Maintenance: Identify knowledge gaps and help document new solutions for the shared repository.
• Operational Support: Perform data entry and administrative audits during off-peak hours.

Skills

Stakeholder management

People skills

Communication skills

Organisational skills

Empathy

Tools

Ticketing systems

MS Office 365

Job description

Introduction The Helpdesk lead role will leadership to the helpdesk providing L0/L1 support across IT, HR, Payroll, and Facilities. Resolve issues using the Knowledge Base (KB) or reassign and follow up with internal departments until completion. This is a non-technical, process-driven ownership role.

Responsibilities

• Provide guidance and training to Helpdesk team and adhere to KPIs/SLAs.
• Escalation for all departments as it relates to the Helpdesk.
• Knowledge-Based Resolution: Solve queries (IT/HR/Payroll/etc) using standard documentation for "One-Touch" fixes.
• Ticket Ownership & Escalation: Reassign undocumented issues to specialized Resolver Groups.
• Proactively follow up with departments to ensure tickets are closed within SLA; keep employees updated.
• KB Maintenance: Identify knowledge gaps and help document new solutions for the shared repository.
• Operational Support: Perform data entry and administrative audits during off-peak hours.

Requirements

• Good stakeholder management and negotiations skills.
• Good people skills and ability to show empathy.
• Good organisational skills with the ability to manage multiple tasks simultaneously.
• Strong communication skills to effectively interact with employees at all levels.
• Experience with ticketing systems, knowledge base articles and MS Office 365.
• Background in support or hospitality preferred.