Helpdesk Team Lead — Cross-Dept Support & Process Owner

ConnectOS; Mandaluyong; On-site; PHP 400,000 - 640,000; Full time

Job summary

ConnectOS in Mandaluyong, Philippines, is seeking a Helpdesk Lead to guide L0/L1 support across IT, HR, Payroll, and Facilities. This is a non-technical, process-driven ownership role focused on guiding the team, meeting KPIs, and ensuring timely resolution within SLA.

You will train the Helpdesk staff, escalate issues across departments, maintain the knowledge base, and coordinate with Resolver Groups to close tickets.

Qualifications

• Good stakeholder management and negotiation skills.
• Strong people skills with empathetic approach.
• Excellent organizational abilities with multitasking.
• Clear communication with employees at all levels.
• Experience with ticketing systems and knowledge-base articles.
• Proficiency with MS Office 365.
• Background in support or hospitality preferred.

Responsibilities

• Provide guidance and training to Helpdesk team.
• 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 mgmt

People skills

Organisational skills

Communication

Ticketing systems

Knowledge base

MS Office 365

Hospitality background

Tools

MS Office 365

Job description

ConnectOS in Mandaluyong, Philippines, is seeking a Helpdesk Lead to guide L0/L1 support across IT, HR, Payroll, and Facilities. This is a non-technical, process-driven ownership role focused on guiding the team, meeting KPIs, and ensuring timely resolution within SLA.

You will train the Helpdesk staff, escalate issues across departments, maintain the knowledge base, and coordinate with Resolver Groups to close tickets.