Helpdesk Team Lead — Guide & Resolve IT Support with SLA Excellence

ConnectOS; Mandaluyong; On-site; PHP 320,000 - 400,000; Full time

Benefits offered by this job

Medical, Dental Coverage

Life insurance

Paid Vacation and Sick Leave

Annual appraisal

13th Month Pay

Office perks and wellness facilities

Career growth opportunities

Accessible location: Mega Tower, EDSA

Job summary

ConnectOS in Metro Manila is seeking a Helpdesk specialist to triage incidents and guide the team in solving IT/HR/Payroll queries. You will train colleagues, escalate where needed, and ensure tickets close within SLAs while keeping users informed.

The role requires strong stakeholder, people and communication skills, plus experience with ticketing systems and MS Office 365. On-site role with competitive benefits in Metro Manila.

Qualifications

• Good stakeholder management and negotiation skills.
• Strong people skills and ability to show empathy.
• Excellent organisational skills to juggle multiple tasks.
• Clear communications skills for all employee levels.
• Experience with ticketing systems and knowledge base articles.
• Background in support or hospitality is preferred.

Responsibilities

• Provide guidance and training to Helpdesk team and meet KPIs/SLAs.
• Escalate issues across departments as needed for Helpdesk.
• Resolve queries using standard documentation for One-Touch fixes.
• Own tickets and reassign undocumented issues to Resolver Groups.
• Follow up to ensure tickets close within SLA and update employees.
• Maintain knowledge base by documenting new solutions.
• Perform data entry and admin audits during off-peak hours.

Skills

Stakeholder management

People skills

Organisational skills

Communication

Ticketing systems

Knowledge base articles

Background in support or hospitality

Tools

MS Office 365

Ticketing system

Job description

ConnectOS in Metro Manila is seeking a Helpdesk specialist to triage incidents and guide the team in solving IT/HR/Payroll queries. You will train colleagues, escalate where needed, and ensure tickets close within SLAs while keeping users informed.

The role requires strong stakeholder, people and communication skills, plus experience with ticketing systems and MS Office 365. On-site role with competitive benefits in Metro Manila.