Supervisor Helpdesk-Service Desk

Percepta; Pasay; Remote; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness benefits

Healthcare benefits

Performance bonus opportunities

Tuition reimbursement

Job summary

TTEC is seeking an experienced Incident and Problem Manager to drive change in our incident management processes from a remote-capable setup in the Philippines. You will ensure adherence to SOPs, analyze trends, and coordinate with vendors to minimize downtime.

The role requires ITIL knowledge, experience with CRM systems, strong client interfacing, and the ability to mentor technical teams. You will review calls, prioritize work, and generate reporting metrics to prevent recurrence of incidents.

Qualifications

• ITIL incident & problem management experience required.
• CRM systems experience required.
• Strong client interfacing skills required.
• Experience mentoring tactical/technical resources.
• Strong trend analysis and reporting skills.
• Experience generating SOPs and process flows.
• Call Center Operations Management experience preferred.

Responsibilities

• Provide incident and problem management solutions and drive changes to the incident management process.
• Ensure resources follow SOPs and process flows to create efficiencies and manage resources.
• Analyze trends and root causes using internal ticketing system and report findings.
• Review calls and develop plans for further development.
• Negotiate and prioritize work incidents (urgency vs. impact).
• Coordinate and manage interactions with primary vendors.

Skills

ITIL Incident & Problem management

CRM applications

Client interfacing

Mentoring resources

Trend analysis & reporting

SOPs & process flows

Call Center Ops management (preferred)

Tools

CRM applications

Job description

Job Description:

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 youd 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.

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