IT Helpdesk Team Lead: Escalations & Mentoring

FMC Research Solutions Inc.

Mandaluyong

On-site

PHP 600,000 - 900,000

Full time

5 days ago

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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.