IT Supervisor (Service Desk)

TaskUs; Imus; In loco; PHP 446.000 - 670.000; Tempo pieno

Descrizione del lavoro

TaskUs is seeking an IT Supervisor for the Imus, Cavite office to oversee the IT Support/Helpdesk team and ensure exceptional internal customer service. You will drive adherence to processes for issue resolution, coordinate with product development and other departments, and lead efforts to improve cycle times and security.

Qualifications include 1–3 years in IT supervision, 7+ years IT support experience, MCDST certification, and a Bachelor’s in a technical field.

Competenze

• 1–3 years IT support experience in supervisory role and 7+ years IT support overall.
• MCDST Certification is required.
• Knowledge of IT systems, installation, configuration, maintenance and repair.
• Experience with call center operations support is preferred.
• Strong written communication and documentation skills.
• Excellent time management and customer orientation.

Mansioni

• Develop and lead the Desktop/IT Support Team, ensuring strong collaboration with other departments.
• Assign and prioritize work, set goals, and monitor performance.
• Conduct periodic performance reviews of IT staff.
• Oversee desktop support operations and deliver excellent internal customer service.
• Provide technical training and assistance on network and system issues.
• Analyze desktop problems, implement solutions, and coordinate with senior admins for escalations.
• Coordinate with product development and other departments to shorten resolution cycles.
• Support rollout of new applications and enhance security and processes.

Conoscenze

IT oversight

Customer service

Technical writing

Time management

Problem solving

English fluency

Formazione

Bachelor’s degree in IT or related field

Strumenti

MCDST Certification

Descrizione del lavoro

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.

TaskUs People First culture has grown the company to have approximately 45K employees worldwide. We are currently in twenty-three locations across twelve countries, including 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:

TaskUs provides world-class benefit packages with competitive industry salaries to all its employees. With well-developed departments, such as Total Rewards, Wellness, HR, and Diversity, we continuously thrive in supporting a People First culture. We are known for our inclusiveness and community impact. We also promote internal mobility and professional development at every step of an employee's career within TaskUs.

What can you expect in an IT Supervisor 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 1-3 years IT support experience in Supervisory capacity and 7+ years of IT Support experience




• MCDST Certification is required




• 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.




• Can start ASAP or within 30 days.

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




• Imus, Cavite office




• Shifting Schedule

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.