IT Help Desk Lead: Elevate Support & SLA Excellence

TaskUs; Las Piñas; On-site; PHP 446,000 - 781,000; Full time

Job summary

TaskUs is seeking an IT Help Desk Supervisor in the Philippines to optimize Help Desk operations and oversee day‑to‑day activities. You will lead a team, drive incident management, coach staff, and ensure service levels align with business objectives.

The ideal candidate has a bachelor’s degree in a related field and proven experience in Help Desk leadership, ITSM practices, and metrics-driven improvements. Willingness for after-hours work and ASAP start preferred.

Qualifications

• Experience leading a Help Desk team or similar supervisory role.
• Strong understanding of Help Desk processes, workflows, and standards.
• Ability to analyze metrics and implement process improvements.

Responsibilities

• Coordinate daily incident activities and reporting for the Help Desk.
• Lead, coach, and supervise team members to improve service quality.
• Ensure adherence to SLAs and optimize KPI performance.
• Provide guidance and training to the Help Desk staff as needed.
• Collaborate with leadership to align operations with business objectives.
• Manage resource allocation to meet support demands.
• Oversee on-site administration duties and daily workflows.
• Communicate effectively with US-based leadership and staff.

Skills

Help Desk operations

Queue management

SLA adherence

KPI management

IT Service Management (ITSM)

Education

Bachelor’s degree in Computer Science/Engineering or related

Tools

ITSM tools

ITIL knowledge

Job description

TaskUs is seeking an IT Help Desk Supervisor in the Philippines to optimize Help Desk operations and oversee day‑to‑day activities. You will lead a team, drive incident management, coach staff, and ensure service levels align with business objectives.

The ideal candidate has a bachelor’s degree in a related field and proven experience in Help Desk leadership, ITSM practices, and metrics-driven improvements. Willingness for after-hours work and ASAP start preferred.