Helpdesk Team Lead – Cross-Dept Support & SLA

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

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.