Helpdesk Team Lead

4 weeks ago

Davao City, Philippines ScalableOS Full time

Get AI-powered advice on this job and more exclusive features. The Help Desk Team Lead is a servant leader responsible for coaching, mentoring, and supporting the growth of their engineering team. This role combines people leadership and technical expertise to ensure consistent and high-quality IT support services. The Team Lead supervises front-line IT operations, maintains SLA performance, and drives improvements in service delivery metrics such as First Call Resolution (FCR) and Customer Satisfaction (CSAT). JOB RESPONSIBILITIES Coach and develop team members through regular one-on-ones, career planning, and performance feedback. Act as a point of escalation for complex technical issues and dissatisfied clients. Support the recruitment, onboarding, and performance management of team members. Lead by example, maintaining high standards of client communication and technical execution. Monitor ticket queues, ensuring timely responses and resolutions according to SLAs. Optimize team performance by tracking KPIs like CSAT, SLA adherence, FCR, and ticket backlog. Provide technical mentorship and training to engineers on tools, platforms, and best practices. Collaborate with leadership to align team capabilities with organizational goals and client needs. Drive improvements in internal processes and documentation, promoting knowledge sharing. Provide support during peak demand by taking calls and responding to urgent tickets as needed. Review and approve team timesheets and expense reports in line with accounting standards. Contribute to project delivery by offering technical oversight and guidance to project teams. Maintain effective communication with the Service Manager regarding resourcing needs and team performance. QUALIFICATIONS Education Bachelor’s degree in technology or a related field (preferred). Experience 5–7 years of experience in Microsoft Windows environments (required). 5–7 years of experience in an MSP setting (preferred). 2–5 years of hands‑on experience in a contact center (required). Knowledge, Skills, and Abilities Strong working knowledge of Windows Server 2012/2016/2019, Active Directory, and Exchange. Proficiency with backup technologies, DNS, email systems, and network troubleshooting. Strong organizational and multitasking skills; ability to prioritize in a fast‑paced environment. Effective communication, problem‑solving, and customer service skills. Proven ability to lead and develop high‑performing technical teams. Professional demeanor with clients, vendors, and internal teams. Passion for continuous learning and teaching of new technologies and best practices. Ability to maintain composure and a positive attitude during high‑pressure situations. Certifications ITIL certification (preferred). JOB REQUIREMENTS Should be willing to accept a long‑term work‑from‑home arrangement. Should be amenable to a permanent night shift schedule. #J-18808-Ljbffr

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