IT Helpdesk Team Leader

IT Helpdesk Team Leader (Onsite, Bulacan)

Kwanii is looking for a highly motivated and experienced IT Helpdesk Team Leader to lead our onsite technical support team in Bulacan . The ideal candidate will be responsible for managing day-to-day helpdesk operations, resolving escalated technical issues, mentoring junior team members, and ensuring top-notch customer service delivery. If you’re a strong communicator and a solutions-oriented leader with a solid IT background, we want to meet you.

• Supervise the daily operations of the IT Helpdesk team
• Act as the primary escalation point for complex technical concerns
• Guide, coach, and mentor helpdesk staff to ensure team development and performance
• Monitor ticketing system queues and ensure timely resolution of issues
• Maintain documentation of processes, systems, and troubleshooting guides
• Collaborate with internal departments to provide efficient IT support across the organization
• Identify and implement continuous improvements in helpdesk services and workflows
• Analyze support metrics and prepare reports for management
• Conduct regular training sessions to keep the team updated on new tools and protocols
• Ensure adherence to company policies and data privacy regulations

Must-haves:

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field
• Resides in or near Bulacan
• At least 3 years of experience in IT support, with a minimum of 1 year in a team lead or supervisory role
• Excellent English communication skills, both written and verbal
• Strong technical background in troubleshooting Windows/macOS, Office 365, hardware, and network issues
• Familiarity with helpdesk ticketing systems and remote support tools (e.g., AnyDesk)
• Strong organizational skills and ability to prioritize multiple tasks effectively
• Solid understanding of IT best practices, user support, and data privacy standards

Nice to haves:

• Certifications such as CompTIA A+, Microsoft Certified, or ITIL Foundation
• Experience with Zoom, HubSpot, and other collaboration platforms
• Knowledge of LAN/WAN setup and basic networking troubleshooting
• Exposure to virtualization technologies and cloud systems

• 13th Month pay
• Paid time off (PTO) for Sick Leave, Vacation Leave, Emergency Leave
• Maternity or Paternity leave
• HMO upon regularization
• Life insurance upon regularization
• MediCash for personal and dependents use
• Rice, clothing, laundry, and meal allowance
• Achievement Allowances
• Birthday Treats
• Company Events and Treats
• Online trainings/Webinars
• Career advancement and promotion opportunities

• On-site (Bulacan)
• Full-time
• Mid-Level

Schedule:

• Day Shift
• Monday to Friday

Salary:

• Starts at PHP 25,000

Kwanii is a BPO company that operates in Australia and the Philippines. The company aims to provide outstanding outsourcing solutions for businesses of all sizes, with a focus on transparency, honesty, proactiveness, and adaptability. Kwanii delivers high-quality solutions across customer support, data entry, back-office processes, and other outsourcing requirements.

Where did you find out about the job?

• Indeed
• LinkedIn
• Jobstreet
• Facebook
• Referred by friend/colleague
• Others

Have you previously worked for Kwanii (either as an employee or intern)?

Do you have any relatives or friends currently working at our company? If yes, please provide their name(s), your relationship to them, and their department or position (if known).

What level of job are you currently in?

How many total years of experience do you have related to the role you are applying for?

How many years have you served in a team lead or supervisory capacity within IT support?

What tools do you have experience in relation to the role? (List down all that are applicable)

Do you have experience in Network Security?

Do you have experience in IOS/Windows configuration and troubleshooting?

Do you have experience in LAN and WAN set-up and troubleshooting?

Do you have any experience with remote access and support via AnyDesk?

Have you supervised an IT helpdesk team before? If yes, how many team members did you oversee?

What certifications do you have related to the role?

Do you have a driver’s license and a motorcycle? Are you willing to use that for traveling purposes?

Are you available to work onsite from Monday to Friday during the day shift?

How much is your desired salary? (in Php)