IT Helpdesk Supervisor

LizardBear Tasking, Inc. (PEZA); Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

TaskUs in Imus, Cavite, is seeking an IT Supervisor (Helpdesk) to oversee desktop support and ensure excellent internal customer service. You will coordinate with product development and other departments to resolve issues, enforce SLA compliance, and guide the IT Support team.

Requirements include 2-3 years in IT support supervisory, 7+ years in IT support, MCDST a plus, degree in Computer Science or IT, strong English, ability to work shifting schedules, on-site.

Qualifications

• 2-3 years IT support experience in supervisory capacity.
• 7+ years of IT support experience.
• Bachelor’s degree in Computer Science or Information Technology.
• MCDST certification is a plus.

Responsibilities

• Oversee IT Helpdesk operations and ensure excellent internal customer service.
• Provide direction, supervision, and leadership to Desktop Support/IT Support Team.
• Coordinate with product development, R&D and other departments to resolve issues and minimize cycle time.
• Ensure service level agreements are communicated and understood by the desktop support team.

Skills

IT supervision

Desktop Support

Customer Service

English fluency

Education

Bachelor's degree in IT/CS

Job description

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What can you expect in an IT Supervisor (Helpdesk) role with TaskUs

Think of yourself as someone who will oversee the activities and performance of IT Support/Helpdesk personnel and ensure exemplary customer service to all internal customers. You will drive for compliance to all processes and procedures regarding the resolution and rectification of I.T. systems problems / issues (i.e. case submission, resolution methodology). As you tackle your new tasks for the day, you know that it will lead to one thing: that you will coordinate with product development, R&D, and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.

Key Responsibilities

• You will develop and manage effective working relationships with other departments, groups and personnel.
• You will provide direction, supervision, and leadership to members of the Desktop Support/IT Support Team.
• You will be responsible for assigning and prioritizing work, setting expectations, promoting goals and priorities, and performance management.
• You will conduct periodic performance reviews of IT Support Specialists.
• You will oversee desktop support operations and ensure excellent customer service to all internal or external customers.
• You will provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and on new technology.
• You will provide analysis on desktop related issues, determines problems, implements solutions, resolves or forwards work orders to appropriate personnel within the IT team (i.e. Sr. Network Administrator, Sr. Systems Administrator).
• You will coordinate with product development, and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
• You will provide assistance to other teams within the department (i.e. Sr. Network Administrator, Sr. Systems Administrator,etc) to improve services, processes, roll out new applications, increase and promote security.
• You will ensure service level agreements are communicated and understood by the desktop support team.

Required Qualifications

• You must have 2-3 years IT support experience in Supervisory capacity and 7+ years of IT Support experience
• MCDST Certification is a plus
• Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.
• Knowledge of I.T. 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.
• 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.
• Excellent customer orientation.Well-organized and good follow through on commitments to customers.
• Strong problem-solving, decision-making, and analytical skills.

Education / Certifications

Bachelor’s degree in a technical field (e.g. Computer Science, Information Technology) or equivalent professional experience.

Work Location / Work Schedule / Travel

100% onsite in Imus, Cavite Shifting Schedule Can start ASAP or within 30 days.

How We Partner To Protect You

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.