IT Supervisor

2 weeks ago

Imus, Philippines TaskUs Full time

Overview

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 sectors including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally with a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

What We Offer: At TaskUs, we prioritize employees' well-being by offering competitive industry salaries and comprehensive benefits. Our commitment to a People First culture is reflected in departments like Total Rewards, Wellness, HR, and Diversity. We support internal mobility and professional growth at all stages of an employee's career within TaskUs.

IT Supervisor Role

What can you expect in an IT Supervisor role with TaskUs: you will work with the Global Service Desk Manager to supervise daily operations of a Global Service Desk team, fostering ongoing development and improvement. The position supports being a Global NOC IT Supervisor with a focus on ensuring users and business teams receive timely support and that tickets are addressed within agreed timescales.

Overview: oversee the day-to-day activities of service-desk operations to ensure timely support for users and business teams.

Key Responsibilities
  • Monitor a team of Global Service Desk and supervise ensuring first level support; resolve incidents/service requests when possible and escalate when needed to appropriate functions within agreed timescales.
  • Monitor and manage phone, email, chat and ticket queue; participate in escalated calls as needed.
  • Maintain excellent communication with end users and other members of the technology department.
  • Mentor the Global Service Desk for process and environment improvements.
  • Assist with incident management (as Junior IMs), establishing immediate communication between Incident Manager and end users and gathering relevant details.
  • Work with applications/systems to analyze, diagnose and resolve staff problems ranging from straightforward to complex.
  • Perform a range of administration duties; cover International sites and remote users.
  • Other duties as needed by the business.
Required Qualifications
  • Minimum of 1 year supervisorial experience with IT teams.
  • An ITIL qualification and MCP certification are preferable but not required.
  • Incident Management experience is preferable but not required.
  • Extremely organized with excellent communication and problem-solving abilities.
  • Excellent verbal, written, and presentation skills with fluency in English to communicate technical information to all levels.
  • Professional, empathetic, and able to support staff in high-stress situations.
  • Can-do attitude, customer-oriented and cool-tempered.
  • Self-motivated with a focus on delivering excellent customer service (desirable).
  • Data-driven decision-making skills; able to use operational data to inform decisions.
  • Strong problem-solving and analytical abilities.
  • Skilled in ITSM ticketing systems and Network Management Tools.
  • Confident and goal-oriented with ability to set and meet short and long-term objectives.
  • Ability to work in a fast-paced environment with dynamic priorities.
  • Ability to communicate technical concepts to non-technical people; work under pressure and adapt to change.
  • Attention to detail; able to work on a shifting schedule.
Education / Certifications
  • Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related field.
Work Location / Work Schedule / Travel
  • Onsite at Imus, Cavite Office
  • Rotating/Shifting Schedule
DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of diverse backgrounds and circumstances. TaskUs is committed to equal access to opportunities and providing reasonable accommodations in the hiring process if needed.

We invite you to explore all TaskUs career opportunities and apply through the provided URL

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