Helpdesk Team Lead

2 weeks ago

Antipolo City, Calabarzon, 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.


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