Supervisor, Helpdesk-Service Desk

TTEC; Metro Manila; Remote; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Paid time off

Wellness benefits

Healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TTEC is seeking a Supervisor, Helpdesk-Service Desk to lead incident and problem management from a remote setting in the Philippines. You will drive improvements to the incident management process, ensure SOP adherence, and manage both tactical and technical resources within ITIL-aligned workflows.

The role emphasizes strong client interfacing, trend analysis, and reporting, with opportunities for performance bonuses and benefits as part of a global, inclusive team.

Qualifications

• Incident and problem management policies within ITIL framework.
• Experience using internal ticketing systems for trend analysis and root-cause identification.
• Ability to conduct call reviews and develop improvement plans.
• Ability to negotiate and prioritize incidents (urgency vs. impact).
• Experience coordinating with primary vendors.

Responsibilities

• Provide incident and problem management solutions and drive changes to the incident management process.
• Ensure resources follow SOPs and process flows, creating efficiencies while managing resources.
• Develop and present trend analyses and root-cause reports with actionable insights.
• Review calls and create development plans for staff.
• Coordinate with key vendors to drive resolution and prioritization.

Skills

Incident management

ITIL framework

CRM applications

Client interfacing

Mentoring resources

Trend analysis

Reporting metrics

SOPs development

Call Center Ops management

Tools

Ticketing system

CRM

Job description

Job Description - Supervisor, Helpdesk-Service Desk (04FXU)

Your potential has a place here with TTEC’s award-winning employment experience As a Supervisor, Helpdesk-Service Desk working remotely in the Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Philippines says it all!

What you’ll be doing:

You’ll provide incident management and problem management solutions and help drive change to the existing incident management process.

Using a consistent and pragmatic approach you will be responsible for ensuring resources are following our standard operating procedures and process flows, create efficiencies, while managing tactical and technical resources.

What we’re looking for:

• Follow as well as modify if necessary our incident and problem management policies, processes and procedures utilizing ITIL process framework to reduce adverse impacts of incidents and to prevent recurrence of incidents
• Develop, conduct and perform detailed analysis to identify trends and root cause using our internal ticketing system
• Perform call reviews and develop plans to further development
• Negotiate and prioritize work incidents [urgency vs. impact]
• Drive and manage interactions with key primary vendors

What skills you’ll need:

• Incident Management and Problem Management experience operating under the ITIL framework process is required
• Experience with CRM applications is required
• Exceptional client interfacing skills is required
• Experience managing and mentoring tactical and technical resources
• Strong experience performing trend analysis and providing reporting metrics and data to show root cause
• Prior experience generating Standard Operating Procedures and Process Flows
• Call Center Operations Management experience is preferred

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vista points and for you to bring value to the table in your own unique way.

Primary Location

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different perspective and allows every individual to bring value to the table in their own unique way.