IT Helpdesk | Queue Management Specialist

TaskUs; Las Piñas; On-site; PHP 350,000 - 550,000; Full time

Job summary

TaskUs is seeking a Queue Management Specialist to oversee incident queues and support operations. You will triage, assign, and allocate resources in real time to ensure SLOs are met and customer satisfaction remains high.

You will work with a US leadership team and Help Desk staff to document processes, manage KPIs, and report on service metrics. This role requires strong English communication and knowledge of ITSM tools.

Qualifications

• Bachelor's degree in CS/CE/Engineering Communications or equivalent.
• ITIL qualifications and MCP certifications are a plus.

Responsibilities

• Lead queue management to meet Help Desk KPIs and SLOs.
• Coordinate incident dispatch with technical staff for efficient resolution.
• Triage emails and oversee daily Help Desk activities.
• Allocate resources in real time to meet support demands.
• Provide weekly status reports on resource allocation and performance.
• Collaborate with US leadership to ensure objectives and SLOs are aligned.
• Document problems and solutions for customers and staff.
• Maintain high levels of customer satisfaction through effective operations.

Skills

IT support experience

Time management

Project management

Customer service

Written communication

Verbal communication

Analytical thinking

Problem solving

Documentation

Adaptability

Education

Bachelor's degree in CS/CE/Engineering Communications

ITIL qualifications and MCP certifications (a plus)

Tools

ITSM tools

Job description

What can you expect in a Queue Management Specialist role with TaskUs:

This role will manage the incident queue to ensure all non-voice-related incidents created are addressed and assigned to the agents. The Queue Management Specialist will assist, as directed, to allocate resources in real time to outbound resolution activities to ensure SLO’s are met.

This role will play a crucial role in overseeing and coordinating the daily incident activities of the Help Desk Team. This includes initial email incident triage, incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction.

The ideal candidate should have a deep understanding of various IT Service Management tools and routines, exceptional critical thinking skills, and a passion for delivering against calibrated KPI’s.

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 queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
• Work closely with the Help Desk Operations Manager and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.
• Lead the dispatch process of service incidents to ensure full utilization of technical resources.
• Prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLOs).
• Allocate resources effectively to meet support demands.
• Provides reporting of service metrics to Leadership Team
• Providing status reports to the Help Desk Operations Manager on a weekly basis regarding resource allocation and continual service improvements.

Required Qualifications:

• You must have at least 2 years of IT support experience
• Knowledge of I.T. systems, equipment & requirements / demands in call center Operations and organization, particularly in the area of Operations support.
• Skilled technical writer able to document problems and solutions for customers and other technical support personnel.
• Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures.
• Proficient in Help Desk operations and queue management, adherence of defined SLOs, and management of key performance indicators (KPI’s) and metrics.
• Exceptional critical thinking skills to identify root causes and implement efficient solutions in high- pressure situations.
• Strong time and project management skills.
• Excellent oral and written communication skills. Fluency in the English language.
• Adaptive to changing work schedules and working hours.
• Excellent problem determination technique.
• Well-organized and good follow through on commitments to customers.
• Strong problem-solving, decision-making, and analytical skills.
• Can start ASAP.

Education / Certifications:

• Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.
• ITIL qualification/s and MCP certification/s are a plus!