IT Helpdesk Supervisor

FMC Research Solutions Inc.; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

FMC Research Solutions Inc. is seeking an experienced IT Helpdesk Specialist – Team Lead to supervise our technical support team and ensure timely, professional IT support for employees and clients.

You will lead daily support operations, assign tickets, handle escalations, provide remote/onsite/field support, and maintain accurate documentation while driving service quality and team development.

Qualifications

• Bachelor's degree in IT, CS, CE, or related field.
• 5+ years in IT helpdesk or technical support leadership.
• Strong knowledge of hardware, software, operating systems, networking, printers, peripherals.
• Strong troubleshooting, leadership, and communication skills.
• Customer-oriented, organized, and able to manage multiple technical priorities.
• Willing to perform onsite and field work as required.

Responsibilities

• Lead and supervise the IT Helpdesk team and daily support operations.
• Assign and monitor helpdesk tickets, technical requests, and field assignments.
• Handle escalated hardware, software, network, and system issues.
• Provide remote, onsite, and field technical support when required.
• Oversee installation, troubleshooting, repair, and preventive maintenance of IT equipment and systems.
• Monitor team performance, response times, service quality, and ticket resolution.
• Coach and guide team members and support their technical development.
• Maintain accurate service reports, technical documentation, and helpdesk records.
• Coordinate with clients, vendors, service providers, and internal teams regarding technical concerns.

Skills

Leadership

Troubleshooting

Communication

Customer service

Multitasking

Documentation

Education

Bachelor's degree in IT/CS/CE

Tools

Remote support tools

IT ticketing system

Remote desktop software

Hardware troubleshooting

Job description

About the role

We are looking for an experienced IT Helpdesk Specialist – Team Lead to supervise our technical support team and ensure timely, effective, and professional IT support for employees, clients, and customers.

Key responsibilities

• Lead and supervise the IT Helpdesk team and daily support operations.

• Assign and monitor helpdesk tickets, technical requests, and field assignments.

• Handle escalated hardware, software, network, and system issues.

• Provide remote, onsite, and field technical support when required.

• Oversee installation, troubleshooting, repair, and preventive maintenance of IT equipment and systems.

• Monitor team performance, response times, service quality, and ticket resolution.

• Coach and guide team members and support their technical development.

• Maintain accurate service reports, technical documentation, and helpdesk records.

• Coordinate with clients, vendors, service providers, and internal teams regarding technical concerns.

About you

• Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or a related field.

• Relevant experience in IT Helpdesk, Technical Support, or IT Support.

• 5 years of experience in a supervisory, team lead, or technical support leadership role.

• Strong knowledge of hardware, software, operating systems, networking, printers, peripherals, and remote-support tools.

• Strong troubleshooting, problem-solving, leadership, and communication skills.

• Customer-oriented, organized, and able to manage multiple technical priorities.

• Willing to perform onsite and field work at client or project locations when required.