Incident Queue Lead – IT Help Desk

TaskUs Outsourcing Philippines, Inc.; Las Piñas; On-site; PHP 400,000 - 650,000; Full time

Job summary

TaskUs Outsourcing Philippines, Inc. is seeking a Queue Management Specialist to oversee the incident queue, triage emails, assign issues, and ensure SLOs are met from our Las Piñas site. The role emphasizes strong IT knowledge, quick problem solving, and customer-focused support.

Ideal candidates will have 2+ years in IT support, solid English communication, and experience with ITIL processes. Onsite work with rotational schedule supports our 24/7 MSP operations.

Qualifications

• 2+ years IT support experience.
• Knowledge of IT systems and call center operations.
• Strong technical writing abilities.

Responsibilities

• Coordinate queue management with US leadership to ensure SLOs are met.
• Lead Help Desk technicians to meet performance targets and provide customer service.
• Collaborate with Help Desk Operations Manager to document objectives and KPI alignment.

Skills

IT support

Help Desk

KPI management

Time management

Communication skills

English Fluency

Education

Bachelor's degree in Computer Science/Engineering

ITIL qualifications a plus

Tools

ITSM tools

Queue management systems

Job description

TaskUs Outsourcing Philippines, Inc. is seeking a Queue Management Specialist to oversee the incident queue, triage emails, assign issues, and ensure SLOs are met from our Las Piñas site. The role emphasizes strong IT knowledge, quick problem solving, and customer-focused support.

Ideal candidates will have 2+ years in IT support, solid English communication, and experience with ITIL processes. Onsite work with rotational schedule supports our 24/7 MSP operations.