Technical Support Leader Role

6 days ago


Manila, National Capital Region, Philippines Wipro Philippines Inc. Full time
Job Title: Help Desk Team Supervisor

This role is responsible for supervising the Help Desk team, ensuring that customer needs are addressed and service levels are met. The ideal candidate will have strong technical knowledge and leadership skills to drive the team forward.

About the Job:

The Help Desk Team Supervisor will be responsible for:

  • Supervising a team of 20 or more IT professionals
  • Ensuring that service levels are met and exceeded
  • Providing technical support to customers
  • Leading daily huddles with the team and Subject Matter Experts (SMEs)
  • Mentoring and coaching team members
  • Conducting quality audits

The successful candidate will have a strong background in IT and leadership, with experience in Clinical Tools and Applications. They will also be ITIL certified and able to manage internal and external audits.

Key Skills and Qualifications:
  • Proficient in English (Read, Write, Speak) and customer-centric leadership skills
  • Experience in Clinical Tools and Applications
  • Strong people management and conflict resolution skills
  • Very strong technical knowledge to support the team
  • Strong process knowledge
  • Ability to drive the team and ensure service levels are met
  • Interaction with customers for weekly, daily, and monthly meetings
  • Quick response to escalations and appropriate actions
  • Reporting of Incidents and Service Requests (SRs) using various tools
  • Management of leave requests
  • Handling of escalated calls
  • Implementation of Service Improvement Plans (SIP), Lean, and Pragati
  • Daily huddles with team and Subject Matter Experts (SMEs)
  • ITIL Certified
  • Adherence to customer policies and processes
  • Flexibility for shift work
  • Ability to manage internal and external audits


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