IT Help Desk Supervisor

TaskUs Outsourcing Philippines, Inc.; Las Piñas; On-site; PHP 420,000 - 660,000; Full time

Job summary

TaskUs is seeking an IT Help Desk Supervisor to optimize Help Desk operations and manage day-to-day activities. The role requires leading the team, maintaining customer satisfaction, and coordinating with US leadership to meet SLOs.

The ideal candidate has a Bachelor’s degree and proven experience in IT service management, queue management, and KPI tracking. This is a 100% onsite position in Las Piñas with a focus on People First culture and professional growth.

Qualifications

• Excellent knowledge of Help Desk services operations, processes, workflows, and procedures.
• Proficient in queue management, adherence of SLAs, and KPI tracking.
• Knowledge of IT Service Management to guide Level 1 support.
• Ability to coach and develop Help Desk teams.
• Some after-hours and weekend work may be required.

Responsibilities

• Lead and supervise Help Desk team daily to improve customer service and efficiency.
• Coordinate incident activities and daily reporting/analytics.
• Ensure service levels are met and provide ongoing training.
• Allocate resources to meet support demands and follow up on issues.

Skills

Help Desk Operations

KPI Management

ITSM

Strong Communication

Root Cause Analysis

Education

Bachelor's Degree

Job description

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

We put our frontline first, period. We have state-of-the-art workspaces, top-notch benefits, and some of the best teammates in the world. No matter where you are around the globe, we invest in you and your career growth.

What can you expect in a IT Help Desk Supervisor role with TaskUs

The IT Help Desk Supervisor is primarily responsible for optimizing the efficiency of the Help Desk operation and overseeing the day-to-day Help Desk activities and projects. The IT Helps Desk Supervisor works with the Help Desk management team to deliver best-in-class practices and develop policies, procedures, and standards for the Help Desk. They will maintain relationships to monitor and maintain the satisfaction level of team members in various aspects of the business and prepare reports on Help Desk performance. They assist with guidance and validation of support criteria and service delivery definition, analysis and changes to existing procedures and policies and participate in employee training needs. As the IT Help Desk Supervisor, you will play a crucial role in coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties around reporting and analytics. This includes Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should display strong communication skills, including verbal and written communication. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives.

Key Responsibilities

• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
• Lead, coach, and supervise Help Desk team members daily to improve customer service, satisfaction, and increase overall efficiency of the operations.
• 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.
• Work closely with the Help Desk Manager to ensure all service level objectives and KPI’s are measured, and Agents receive the continued training required to improve in the role.
• Take appropriate action to follow up on resolving customer issues.
• Provide supervision of Agents and allocate resources effectively to meet support demands.
• Complete the daily duties for administration as the onsite lead for the Help Desk.

Preferred Qualifications

• Excellent knowledge of Help Desk Services operations, processes, workflows, and procedures.
• Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics.
• Critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations.
• Verified knowledge of IT Service Management to guide and improve Level 1 support teams effectively.
• Self-motivated with a strong work ethic and can solve complex and cross-functional problems.
• Verifiable experience in developing support teams and coaching employees to meet achievable goals.
• Some after-hours and weekend work as needed.
• Can start ASAP.

Education / Certifications

Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.

Work Location / Work Schedule / Travel

Las Pinas 100% onsite work setup GY Schedule (Rotational as needed)

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.