IT Help Desk Supervisor — Lead IT Support Ops

TaskUs; Hinoba-an; On-site; PHP 500,000 - 700,000; Full time

Job summary

TaskUs is seeking an IT Help Desk Supervisor for its Las Piñas location to optimize Help Desk operations and oversee daily activities. The role focuses on maintaining customer satisfaction, implementing best practices, and developing clear policies and procedures.

Strong communication and leadership are essential to coordinate with cross-functional teams. The ideal candidate will possess a Bachelor’s degree in a related field and demonstrable experience leading support teams, with capacity for

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.
• 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.

Responsibilities

• 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.

Skills

Help Desk operations

KPI & SLA management

ITSM knowledge

Cross-functional coordination

Education

Bachelor's Degree in Computer Science, Computer Engineering

Tools

ITSM tools

Job description

TaskUs is seeking an IT Help Desk Supervisor for its Las Piñas location to optimize Help Desk operations and oversee daily activities. The role focuses on maintaining customer satisfaction, implementing best practices, and developing clear policies and procedures.

Strong communication and leadership are essential to coordinate with cross-functional teams. The ideal candidate will possess a Bachelor’s degree in a related field and demonstrable experience leading support teams, with capacity for