IT Help Desk Lead — Drive Service Excellence

taskus; Las Piñas; On-site; PHP 781,000 - 1,116,000; Full time

Benefits offered by this job

Competitive salaries

Comprehensive benefits package

Career growth opportunities

Job summary

TaskUs is seeking an IT Help Desk Supervisor for 100% onsite work in Las Piñas. You will lead the Help Desk team, coordinate incidents, and align operations with US leadership to ensure customer satisfaction and high performance.

The ideal candidate has strong knowledge of ITSM, SLA/KPI management, and cross-functional collaboration. This role requires after-hours availability and the ability to start ASAP. Las Piñas onsite schedule with a rotational GY shift.

Qualifications

• Excellent knowledge of Help Desk Services operations, processes, workflows, and procedures.
• Proficient in Help Desk operations, queue management, adherence to defined SLAs, and KPI management.
• Knowledge of IT Service Management to guide and improve Level 1 support teams.
• Strong problem-solving and cross-functional collaboration skills.
• Available for after-hours and weekend work as needed.
• Can start ASAP.

Responsibilities

• Lead and supervise Help Desk team members daily to improve customer service and efficiency.
• Coordinate daily Incident activities and reporting/analytics.
• Ensure service levels and KPIs are met and supported with training.
• Provide guidance to agents and allocate resources to meet demand.
• Act as onsite lead for daily administration and operations.

Skills

Help Desk operations

Queue management

SLA/KPI awareness

IT Service Management

Root cause analysis

Cross-functional collaboration

ASAP start

Education

Bachelor's Degree in Computer Science / Computer Engineering / Engineering Communications

Job description

TaskUs is seeking an IT Help Desk Supervisor for 100% onsite work in Las Piñas. You will lead the Help Desk team, coordinate incidents, and align operations with US leadership to ensure customer satisfaction and high performance.

The ideal candidate has strong knowledge of ITSM, SLA/KPI management, and cross-functional collaboration. This role requires after-hours availability and the ability to start ASAP. Las Piñas onsite schedule with a rotational GY shift.