IT Helpdesk Team Lead

4 weeks ago

Central Visayas Philippines BSA Solutions Careers Full time
About Us

BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve.

HEADLINE

Are you an experienced tech enthusiast with a passion for managing and training a future team of IT Helpdesk professionals in Level 1, 2, and 3 Do you have experience establishing processes and policies to optimise helpdesk support operations If yes, we have an exciting opportunity for you to join our valued client, a business service industry company based in Queensland, Australia.

We are seeking an IT HELPDESK TEAM LEAD to be responsible for establishing and leading a team of talented IT professionals, ensuring the delivery of exceptional IT support services to an Australian company.

This is a full-time role, Monday to Friday, Dayshift.

This is an Office-Based position in central Cebu City.

The expected start date is February 2024.

About The Role

We are seeking a highly skilled and motivated IT Helpdesk Team Lead to pioneer our IT team in Cebu, Philippines, on behalf of a leading Australian company. As the Team Lead, you will be responsible for establishing and managing the offshore IT support operations, leading a team, and ensuring the delivery of exceptional IT support services. In the first six months, you will have the opportunity to showcase your leadership capabilities, assist in the hiring and building of a new team, and utilise your proven experience in establishing processes and policies to set up and enhance our helpdesk support operations. This is a leadership role that requires strong supervisory skills, a deep understanding of IT support processes and the ability to drive success in a dynamic and multicultural work environment.

Responsibilities

LEADERSHIP AND TEAM MANAGEMENT

  • Lead and inspire a team of IT professionals, fostering a positive and collaborative work environment.
  • Set clear goals and objectives for the team, monitor performance, and provide regular feedback and coaching.
  • Promote a culture of continuous learning and professional development within the team.
  • Manage scheduling, workload distribution, and resource allocation to ensure efficient operations.
  • Foster effective communication and collaboration between the offshore team in Cebu and the Australian counterparts.

OFFSHORE IT SUPPORT OPERATIONS

  • Develop and implement IT support processes and procedures to ensure timely and effective resolution of technical issues.
  • Oversee the handling of IT support tickets, ensuring adherence to service level agreements (SLAs) and customer satisfaction targets.
  • Monitor and analyze performance metrics and key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
  • Collaborate with the Australian counterparts to align processes, share best practices, and ensure seamless service delivery.

CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT

  • Ensure high levels of customer satisfaction by delivering excellent IT support services and solutions.
  • Serve as a point of escalation for complex technical issues and customer concerns, providing timely resolution and maintaining strong client relationships.
  • Develop and nurture relationships with key stakeholders, both internally and externally, to understand their IT support needs and align services accordingly.
  • Regularly communicate with clients to gather feedback, address any issues, and identify opportunities for service enhancement.

CONTINUOUS IMPROVEMENT AND INNOVATION

  • Stay up-to-date with industry trends, emerging technologies, and best practices in IT support.
  • Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT support services.
  • Identify opportunities for innovation and automation to streamline processes and improve productivity.
  • Encourage a culture of innovation within the team, fostering creativity and the exploration of new solutions.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of at least ten (10) years of experience in IT support, with at least three years in a leadership or supervisory role, managing IT support teams.
  • Proven track record in establishing processes, policies, and SLAs in a helpdesk or IT support environment.
  • Experience and knowledge in AutoTask, Datto RMM, Webroot, Skykick, Office 365, UniFi & Ubiquiti, Network products, 3CX Telephony and IT Glue are highly desirable.
  • Strong technical knowledge across a wide range of IT systems, including hardware, software, and networks.
  • Excellent problem-solving and decision-making skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Ability to assess the severity and potential consequences of different issues, make informed decisions, and communicate priorities to the team clearly.
  • Outstanding communication and interpersonal skills, with the ability to effectively collaborate with team members, stakeholders, and end-users.
  • Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment.

Benefits

BSA Solutions, Inc. emphasizes in:

  • Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
  • Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
  • Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
  • Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
  • Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
  • Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
  • Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
  • Encourages you to appreciate each moment and find balance in your lives, being fully present in the moment, cultivating mindfulness, and finding joy in the present.
  • Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.

  • IT Team Lead

    4 weeks ago

    Philippines, Central Visayas Outsourced Full time

    Job SummaryThis role's main focus is to support all employees' by resolving any IT related issues they may come up against in their day to day roles.Job DescriptionThe IT Helpdesk Technician role is an integral part of the Operations team. This role's main focus is to support all employees' by resolving any IT related issues they may come up against in their...

  • Technical Team Lead

    10 hours ago

    Philippines IT BY DESIGN Full time

    Work Model: On-SiteShift Type: Rotational EST HoursPosition Summary:Managed Services Team Leader will be responsible for leading, motivating and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuring that the team provides a first-class service to ITBD's onshore Clients when dealing with and resolving a variety...

  • Marketing Coordinator

    2 weeks ago

    Central Visayas, Philippines Builder Lead Converter Full time

    Builder Lead Converter Marketing CoordinatorBuilder Lead Converter specializes in optimizing the productivity of new home and remodeling sales teams by providing innovative sales support tools and services. We are dedicated to enhancing the success of home builders and remodelers across the industry.We are seeking a dynamic Marketing Coordinator to join our...

  • IT Helpdesk

    2 weeks ago

    Philippines, Quezon City RecruitGo Full time

    Job Title: IT Helpdesk (Helpdesk Technician)Client Industry: IT Services ProviderLocation: Quezon City, Philippines (Onsite)Shift and Schedule: Monday to Friday, 8-12 hours per dayPosition OverviewRecruitGo is in search of an IT Helpdesk who will be working with our client based in the UK. Our client is a managed IT services provider and in this role you...

  • AP Team Lead

    2 weeks ago

    Manila, Philippines Stagwell Full time

    This role is expected to provide guidance to the Accounts Payable team to ensure the accurate and timely processing of Accounts payable and ensure compliance with company policies and procedures. Supervises the AP Team a nd leads the team in the conduct of its Invoice Processing, AP Helpdesk, PO Admin and Supplier Master Admin roles and responsibilities to...

  • IT Helpdesk Associate

    3 weeks ago

    Philippines, Mandaluyong City Polytechnic University of the Philippines Full time

    Description:Duties and Responsibilities:Provide a professional and efficient customer support/service function for all Sykes Clients/Account Team across all Sykes Manila Centers to resolve their problems.MS Exchange Server administration - mailboxes, folders, distribution groups, calendaring, etc.Avaya PABX administration - authorization code access,...

  • Technical Support Engineer

    2 weeks ago

    Philippines, Central Visayas Datamatics Careers- Philippines Full time

    Provide the first point of IT Support contact for all employees. Installing and configuring computer hardware operating systems and applications. Assisting staff or clients through a series of actions, either face to face; email, or over the telephone to help set upsystems or resolve issues. Troubleshoot technical issues to resolution and/or escalate to L2...

  • L1 Helpdesk Analyst

    2 weeks ago

    Philippines Emapta Global Full time

    ResponsibilitiesServe as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.  Provide over-the-phone, email, and chat support.  Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues,...

  • GUCCI - Team Manager (Cebu)

    4 weeks ago

    Central Visayas, Philippines Gucci Full time

    Key Accountabilities:Promote a positive and professional team environment that fosters trust, integrity and superior performance standards, leading by example.Working on the shop floor, you will be in constant contact with your team, supporting and coaching where needed, ensuring a consistent client experience.Provide support and regular feedback to Client...

  • Mechanical Engineer

    2 weeks ago

    Central Visayas, Philippines Innoland Development Corporation Full time

    Reports to MEPF manager and is responsible for the supervision of implementation of all MEPF works at project sites, ensuring timely delivery of all MEPF installations based on approved designs, plans, and budget.Licensed Mechanical or Electrical EngineerPreferably 5 years of experience as Project Engineer for MEPFAt least 8 years of relevant experience in...

  • Team Lead

    10 hours ago

    Ormoc, Eastern Visayas, Philippines Virtual Staffing Solutions Full time

    ResponsibilitiesManaging day-to-day activities of the teamCoaching team members for performance and behavioral improvementMotivating the team to achieve organizational goalsDeveloping and implementing timelines to achieve targetsDelegating tasks to individual team membersConducting training sessions to maximize the potential of team membersEmpowering team...

  • Design Lead

    4 weeks ago

    Philippines, Central Visayas Juvo+ Full time

    The Design Lead will play a key role in the expansion and direction of over 50 e-commerce and wholesale brands and products. This role will develop concepts and creative ideas across multiple platforms and applications and will be hands-on in executing those ideas. Working closely with the Head of Brand & Marketing Creative, this individual will bring a...

  • Team Lead, Regions

    2 weeks ago

    Philippines Birches Group LLC Full time

    BG - 09The Team Lead, Survey Growth is the manager of the unit focused on engagement with the [Private Sector/Development Sector - IO / NGO] and is responsible for developing strategies and deploying resources to deliver against wider Business Development objectives.As a Community Practitioner, the Team Lead, Business Development has a conceptual grasp of...

  • Senior Technical Support Specialist

    7 days ago

    Philippines, Central Visayas NUSTAR Resort Full time

    DepartmentService DeliveryEmployee TypeProbationaryJob ResponsibilitiesPerform basic computer troubleshooting on client's workstations.Provide first-level technical support and preliminary investigation for customer issues and service requests.Respond to customer inquiries via chat, email, and phone.Manage and track customer issues.Provide helpdesk support...

  • Senior OutSystems Tech Lead

    1 month ago

    Philippines, Manila One CoreDev IT (CORE) Full time

    The Senior OutSystems Tech Lead will be focused on core development and support of OutSystems web application. As a Tech Lead, you should be comfortable around both front-end and back-end coding languages, development frameworks and third-party libraries. Together with the project team, you will be responsible for the design, development, and implementation...

  • Team Lead Trainer

    4 weeks ago

    Philippines transcosmos Asia Philippines Inc. Full time

    Company Descriptiontranscosmos Asia Philippines Inc. is a subsidiary of transcosmos inc., headquartered in Japan. transcosmos combines people and technology to enhance the competitive strength of client companies by providing valuable services such as cost reduction services (e.g., contact center, back-office services for HR/Finance/Sales departments, order...

  • Solutions Delivery Lead

    4 weeks ago

    Central Visayas, Philippines AboitizPower Full time

    Job ID: 1299Location: BaniladCompany: Aboitiz Power CorporationDepartment: AP DU Customer ExperienceEmployment Type: ProbationaryWork Arrangement: HybridThe Customer Experience Solutions Delivery Lead is responsible for driving ideas and solutions, and for implementing these, with the main goal of addressing customer pain points and pushing customers to...

  • MEPF - Team Lead

    1 month ago

    Philippines SYSTRA Full time

    The MEPF - Team Lead will be responsible for managing the mechanical, plumbing, and fire protection engineering team to ensure the successful completion of projects. The role requires a combination of technical expertise, leadership, and project management skills to ensure that MEPF systems are designed and installed to the highest standards.Main Duties and...

  • IT Audit Team Lead

    3 weeks ago

    Philippines Jollibee Group of Companies Full time

    The IT Audit Team Lead oversees internal audit projects focusing on cyber/data security, IT compliance, and operational concerns within the assigned region. Responsibilities include planning, risk assessment, recommendations, and team supervision to ensure timely and high-quality audit reports.Responsibilities:Develop and implement the IT audit plan for the...

  • QA Lead AutomationEngineer

    2 weeks ago

    Central Visayas, Philippines Seva Development Full time

    We hire development and testing experts for small and medium SAAS companies around the world.Our client is a venture-backed startup building the world's largest sports network from the ground up. In 2023, they live streamed over 400,000 youth basketball, volleyball, soccer and lacrosse games, powered by groundbreaking autonomous video capture and logistics...