Helpdesk Team Lead

2 weeks ago

Cabuyao, Philippines ScalableOS Full time

Overview

Join to apply for the Helpdesk Team Lead role at ScalableOS .

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
  • Willing to accept a long-term work-from-home arrangement.
  • Able to work a permanent night shift schedule.
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Outsourcing and Offshoring Consulting

Note: This description reflects the current role and responsibilities for the Helpdesk Team Lead position at ScalableOS and does not include additional postings or unrelated job listings.

#J-18808-Ljbffr

  • Sales Call Center Team Lead

    21 hours ago

    Cabuyao, Philippines IMPACT BRANDS Full time

    Overview IMPACT BRANDS is a leading contributor to the health and wellness industry. With a journey from 5 to over 400 colleagues, and the expansion to a diverse family of 7+ brands (PureHealth Research, Nation Health MD, Pureance, Trumeta, PetMade, VitalPeak, Nature's Blast). We are dedicated to helping improve the lives of people all over the world. At...

  • Social Media Engagement

    24 hours ago

    Cabuyao, Philippines Houston Properties Team Full time

    Social Media Engagement & Outreach Coordinator 4 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. You know how good it feels to leave a comment that sparks a real conversation — or send a message that actually gets a reply?Now imagine doing that every day, helping one of Houston's top real estate...

  • Systems Administrator

    2 weeks ago

    Cabuyao, Philippines Twoconnect Full time

    Install, configure, and maintain Microsoft 365 tenants for multiple customers — Microsoft 365 Entra, Exchange, SharePoint, and Teams Install, configure, and maintain Windows Server and Desktop operating systems, software, and hardware Monitor system performance and troubleshoot issues to ensure high availability and reliability Manage network servers and...

  • CPG Audit Team Leader

    5 days ago

    Cabuyao, Philippines First Sumiden Circuits Inc. Full time

    Primary Function: CPG audit team leader is responsible for leading a team of CPG auditors to ensure that safety protocols, regulations, and standards are consistently met across all areas of the organization. Minimum Requirements: Completed 2 years in College/ Bachelor’s Degree (Business Courses) With at least 2 year experience in Electronics, and...

  • CPG Audit Team Leader

    2 weeks ago

    Cabuyao, Philippines First Sumiden Circuits Inc. Full time

    Primary Function: CPG audit team leader is responsible for leading a team of CPG auditors to ensure that safety protocols, regulations, and standards are consistently met across all areas of the organization. Minimum Requirements: Completed 2 years in College/ Bachelor’s Degree (Business Courses) With at least 2 year experience in Electronics, and...

  • CPG Audit Team Leader

    21 hours ago

    Cabuyao, Philippines First Sumiden Circuits Inc. Full time

    Overview CPG audit team leader is responsible for leading a team of CPG auditors to ensure that safety protocols, regulations, and standards are consistently met across all areas of the organization. Responsibilities Lead a team of CPG auditors to conduct regular safety audits, inspections, and assessments across the plant. Develop audit schedules, and...

  • Lead Generator

    3 weeks ago

    Cabuyao, Calabarzon, Philippines Pleco Inc. Full time

    OverviewLead Generator (Investor & Partner Relations Focus) – Full-time, remote (equipment provided). Regularization after 6 months.About the RoleWe are hiring a Lead Generator to support growth by building and maintaining a pipeline of investors and strategic partners. This role will focus on identifying qualified prospects and enabling the leadership...

  • Production Team Leader

    4 days ago

    Cabuyao, Calabarzon, Philippines Royal Cold Storage, Inc. Full time ₱168,000 - ₱180,000 per year

    Key ResponsibilitiesLead and supervise production team members to achieve daily targetsMonitor production schedules, output, and quality control standardsTrain, coach, and motivate team members to improve performance and efficiencyEnsure compliance with safety regulations and company policiesCoordinate with other departments to address production issues and...

  • Senior Documentation Team Leader

    2 days ago

    Cabuyao, Calabarzon, Philippines Royal Cold Storage, Inc. Full time ₱144,000 - ₱360,000 per year

    Royale Cold Storage is a leading cold storage and logistics provider in the Philippines. We are committed to ensuring efficient operations, accurate documentation, and compliance with industry standards. We are looking for a Senior Documentation Team Leader to oversee and guide our documentation team.Job Responsibilities:Supervise and lead the documentation...

  • PK Audit Team Leader

    2 weeks ago

    Cabuyao, Philippines First Sumiden Circuits Inc. Full time

    Primary Function: PK audit team leader is responsible for leading a team of PK auditors to drive the activities in ensuring the implementation of Pika Pika guideline and 3 points management in order to create strong manufacturing site. Minimum Requirements: Completed 2 years in College/ Bachelor’s Degree (Business Courses) With at least 2 year experience...