Queue Management Lead — IT Help Desk & Incident Coordination

TaskUs; Hinoba-an; On-site; PHP 350,000 - 550,000; Full time

Job summary

TaskUs in Las Piñas is seeking a Queue Management Specialist to oversee incident queues, coordinate help desk resources, and ensure timely resolutions in a 100% onsite setup.

The role requires strong IT support background, excellent English communication, and the ability to start ASAP in a dynamic MSP environment. You will work with U.S.-based leadership to drive KPI improvements and service levels.

Qualifications

• 2+ years IT support experience in a call center environment.
• Strong knowledge of MSP/Channel-based Help Desk operations and KPI management.
• Excellent oral and written English communication; problem-solving under pressure.

Responsibilities

• Collaborate with the U.S.-based leadership to ensure objectives are documented and met to satisfy customer SLOs.
• Lead queue management activities for a team of Help Desk technicians to meet performance targets and deliver exceptional service.
• Coordinate with the Help Desk Operations Manager and technical staff to ensure objectives are documented and followed for KPI attainment.
• Lead the dispatch process of service incidents to ensure full utilization of technical resources.
• Prioritize incoming requests to ensure timely resolutions and adherence to SLOs.
• Allocate resources effectively to meet support demands.
• Provide weekly reports on service metrics to the Leadership Team and Help Desk Operations Manager.

Skills

IT support

English fluency

SLO adherence

KPI management

Incident triage

Technical writing

Education

Bachelor's Degree in CS/ENG/communications

ITIL qualification

Job description

TaskUs in Las Piñas is seeking a Queue Management Specialist to oversee incident queues, coordinate help desk resources, and ensure timely resolutions in a 100% onsite setup.

The role requires strong IT support background, excellent English communication, and the ability to start ASAP in a dynamic MSP environment. You will work with U.S.-based leadership to drive KPI improvements and service levels.