IT Helpdesk Supervisor

4 weeks ago

Cebu City, Philippines Staff4Me Full time

Overview

Staff4Me is seeking a skilled IT Helpdesk Supervisor to lead our helpdesk team in providing exceptional technical support to our clients. In this role, you will oversee daily operations, ensure consistent service delivery, and develop the team to meet evolving IT challenges.

Key Responsibilities
  • Manage and supervise the IT helpdesk team, ensuring timely responses to support requests and adherence to service level agreements (SLAs).
  • Monitor helpdesk operations and performance metrics, utilizing feedback to drive improvements.
  • Conduct regular team meetings to communicate updates, share knowledge, and align on priorities.
  • Assist team members with complex technical issues, providing guidance and support when needed.
  • Develop and maintain helpdesk documentation, including processes, procedures, and troubleshooting guides.
  • Collaborate with other IT departments to ensure a seamless support experience for end-users.
  • Provide training and development opportunities for helpdesk staff to enhance their technical skills and customer service abilities.
  • Engage with users to gather feedback on support services and identify areas for improvement.
Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 3+ years of experience in IT support roles, with at least 1 year in a supervisory position.
  • Strong understanding of helpdesk operations, ticketing systems, and ITIL framework.
  • Excellent communication and leadership skills, with the ability to motivate and develop a team.
  • Proficient in troubleshooting hardware, software, and networking issues.
  • Experience with remote support tools and systems administration.
  • Relevant certifications (e.g., ITIL, CompTIA) are advantageous.
Compensation and Benefits
  • 35,000 basic salary
  • Competitive salary and benefits package.
  • Opportunity for growth and career development.
  • Training and support to enhance technical and customer service skills.
  • Work in a dynamic and multicultural environment.
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