Technical Helpdesk Team Lead — Eastwood (24/7 Shifts)

Outsourced Global Staff; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Outsourced.ph is seeking a Level 1 Technical Helpdesk Team Lead based in Eastwood, Libis, Quezon City. The role focuses on leading the helpdesk for software, hardware, and IT issues, serving as the first contact via phone, email, or chat, and ensuring timely resolutions for customers.

The ideal candidate will guide a team, escalate when necessary, and continuously improve support quality while maintaining strong customer satisfaction. Office-based setup in Eastwood with full-time schedules.

Qualifications

• Experience leading a technical helpdesk or IT support team.
• Strong knowledge of software, hardware, and networking basics.
• Excellent communication and customer service skills.
• Ability to troubleshoot with limited information and escalate when needed.

Responsibilities

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and elevate recurring technical issues or patterns to management for proactive resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Job description

Outsourced.ph is seeking a Level 1 Technical Helpdesk Team Lead based in Eastwood, Libis, Quezon City. The role focuses on leading the helpdesk for software, hardware, and IT issues, serving as the first contact via phone, email, or chat, and ensuring timely resolutions for customers.

The ideal candidate will guide a team, escalate when necessary, and continuously improve support quality while maintaining strong customer satisfaction. Office-based setup in Eastwood with full-time schedules.