IT Helpdesk Supervisor

CallTek; Cebu City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in IT solutions is seeking an IT Helpdesk Supervisor to lead its helpdesk team in Cebu City. The role involves overseeing daily operations, ensuring quality technical support, and developing team skills to address evolving IT challenges. The ideal candidate will bring a strong background in IT support and leadership skills to enhance service delivery.

Benefits

Competitive salary and benefits package

Opportunity for growth and career development

Training and support to enhance skills

Dynamic and multicultural environment

Qualifications

• 3+ years of experience in IT support roles.
• At least 1 year in a supervisory position.
• Strong understanding of ITIL framework.

Responsibilities

• Manage and supervise the IT helpdesk team.
• Monitor helpdesk operations and performance metrics.
• Develop and maintain helpdesk documentation.

Skills

Leadership

Communication

Problem Solving

Technical Support

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

Ticketing Systems

Remote Support Tools

Job description

Staff4Me is seeking a skilled IT Helpdesk Supervisor to lead our helpdesk team in providing exceptional technical support to our clients. In this role, you will oversee daily operations, ensure consistent service delivery, and develop the team to meet evolving IT challenges.

Key Responsibilities

• Manage and supervise the IT helpdesk team, ensuring timely responses to support requests and adherence to service level agreements (SLAs)
• Monitor helpdesk operations and performance metrics, utilizing feedback to drive improvements
• Conduct regular team meetings to communicate updates, share knowledge, and align on priorities
• Assist team members with complex technical issues, providing guidance and support when needed
• Develop and maintain helpdesk documentation, including processes, procedures, and troubleshooting guides
• Collaborate with other IT departments to ensure a seamless support experience for end-users
• Provide training and development opportunities for helpdesk staff to enhance their technical skills and customer service abilities
• Engage with users to gather feedback on support services and identify areas for improvement

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• 3+ years of experience in IT support roles, with at least 1 year in a supervisory position
• Strong understanding of helpdesk operations, ticketing systems, and ITIL framework
• Excellent communication and leadership skills, with the ability to motivate and develop a team
• Proficient in troubleshooting hardware, software, and networking issues
• Experience with remote support tools and systems administration
• Relevant certifications (e.g., ITIL, CompTIA) are advantageous

Benefits

- 35,000 basic salary

- Competitive salary and benefits package.

- Opportunity for growth and career development.

- Training and support to enhance technical and customer service skills.

- Work in a dynamic and multicultural environment.