IT Help Desk Supervisor: Lead, Coach & SLOs (Onsite)

TaskUs; Las Piñas; On-site; PHP 600,000 - 900,000; Full time

Job summary

TaskUs is hiring an IT Supervisor to lead the onsite Help Desk in Las Pinas, NCR, Philippines. You will coordinate daily incident work, supervise agents, and drive KPI and SLA performance while ensuring high customer satisfaction. The role requires strong ITSM knowledge and the ability to train and grow the team.

The position is 100% onsite with a rotational schedule as needed. Bachelor's degree in a related field is preferred, and willingness to work after hours may be required.

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 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.

Responsibilities

• Lead, coach, and supervise Help Desk team members daily to improve customer service and efficiency.
• Coordinate daily Incident activities and reporting for the Help Desk.
• Ensure service level objectives (SLOs) are met and KPI targets are achieved.
• Provide guidance and training to Help Desk agents for ongoing improvement.
• Collaborate with Help Desk Manager to allocate resources and manage workload.
• Monitor morale and job satisfaction within the Help Desk staff.
• Act as onsite lead for daily administration duties and escalation handling.

Job description

TaskUs is hiring an IT Supervisor to lead the onsite Help Desk in Las Pinas, NCR, Philippines. You will coordinate daily incident work, supervise agents, and drive KPI and SLA performance while ensuring high customer satisfaction. The role requires strong ITSM knowledge and the ability to train and grow the team.

The position is 100% onsite with a rotational schedule as needed. Bachelor's degree in a related field is preferred, and willingness to work after hours may be required.