IT Help Desk Lead – Onsite, SLA & Team Coach

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

TaskUs in Las Piñas is seeking an IT Help Desk Supervisor to optimize daily operations and lead the Help Desk team to deliver best-in-class support. You will coordinate incident management, monitor KPIs, and report performance to leadership.

Collaborate with U.S.-based leaders to align objectives with customer SLOs, coach staff, and maintain high morale. This full-time onsite role requires proactive communication and readiness to start ASAP.

Qualifications

• Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.
• Experience leading Help Desk teams and coaching staff.
• Knowledge of IT Service Management and KPI-driven operations.

Responsibilities

• Lead, coach, and supervise Help Desk team members daily to improve customer service, satisfaction, and efficiency.
• Monitor and improve morale and overall job satisfaction of the Help Desk staff.
• Train and transfer knowledge to Help Desk team members.
• Support and assist Help Desk Agents with their key duties and responsibilities.
• Ensure service level objectives and KPIs are measured and achieved.
• Coordinate daily Incident activities, SLO management, and reporting.
• Allocate resources to meet support demands and provide onsite leadership.
• Complete daily administration duties as the onsite lead for the Help Desk.

Skills

Help Desk ops

SLA mgmt

KPI tracking

ITSM

Leadership

Coaching

Communication

Education

Bachelor's Degree in CS/Engineering

Job description

TaskUs in Las Piñas is seeking an IT Help Desk Supervisor to optimize daily operations and lead the Help Desk team to deliver best-in-class support. You will coordinate incident management, monitor KPIs, and report performance to leadership.

Collaborate with U.S.-based leaders to align objectives with customer SLOs, coach staff, and maintain high morale. This full-time onsite role requires proactive communication and readiness to start ASAP.